The Application Support Analyst I provides technical and operational support for a suite of related applications or services. Responsible for troubleshooting complex and non-routine technology issues, conducting basic analysis of customer needs, and recommending solutions or services to meet those needs. Applies in-depth application and service knowledge to solve technology problems and fulfill service requests. Focuses on customer needs and effectively communicates with both technical and non-technical end users. Assists in organizing and creating documentation and support resources for peers and contact center functions. Facilitates collaboration and information sharing among peers and across functions and serves as escalation point for application support issues that cannot be resolved by the contact center.
Duties include: 1. Provide advanced technical and operational support for a suite of related applications or services. Troubleshoot application issues, independently assess customer needs, and recommend the most appropriate solution. Apply in-depth application and service knowledge to solve technology problems and fulfill service requests. Focuses on customer needs and effectively communicates with both technical and non-technical end users. Ensure escalated issues are addressed in a timely manner and that established service levels are consistently achieved. Facilitate customer communications during service interruptions or outages.
2. Assist in development and maintenance of documentation and support resources for lower level support functions. Serve as escalation point for complex application support issues and engage other technical staff as needed to resolve the issue. Conduct training and development activities for end users. Assist in testing and evaluation of application changes and system upgrades.
3.Coordinate service improvement activities and facilitate collaboration and information sharing among peers and across functions.
4.Other duties as assigned.
Bachelor's degree or equivalent combination of education and work experience; 1-2 years of experience in a related field
Strong technical aptitude and ability to learn new technologies and tools quickly
Ability to issue clear, concise, and accurate written and oral communications that are audience appropriate
Experience working in a team-focused environment. Demonstrated ability to work closely with others across functional boundaries and varying experience levels.
Planning Unit: Information Technology
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Dustin Leuschel
Employment Type: full-time regular
Salary commensurate with experience and qualifications. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.
Internal Number: 36399
About Ohio University
Ohio University is home to one of the nation’s friendliest and most picturesque campuses. But more importantly, it’s where you can become part of a two-century tradition of excellence and embark upon a rewarding career that will make a real difference. From teaching and research to admissions, facilities maintenance, and residence life, our faculty and staff propel Ohio University’s mission of helping students become their best selves. OHIO offers competitive compensation and outstanding benefits. For a complete list of employment opportunities, please visit www.ohiouniversityjobs.com.Ohio University is an equal access/equal opportunity affirmative action institution. For more information about Ohio University’s policies prohibiting discrimination and harassment, visit www.ohio.edu/equity.