IT Application Support Analyst

We are seeking a detail-oriented and customer-focused Level 1 Application Support Analyst to provide first-line support for custom business applications. This role serves as the primary point of contact for internal and external users, handling application-related inquiries, incidents, and service requests. The analyst will perform initial triage, accurately document issues, and determine the appropriate resolution path, including escalation to Level 2 or Level 3 support teams.

This position requires strong communication skills, technical aptitude, and the ability to work closely with offshore support and development teams to ensure timely and effective issue resolution.

• Act as the initial point of contact for application support requests via phone, email, and ticketing systems
• Log, categorize, and track incidents and service requests with accuracy and completeness
• Perform initial troubleshooting and triage to assess severity, priority, and issue type
• Escalate complex or unresolved issues to higher-level support teams with clear documentation
• Communicate promptly with users to acknowledge requests, provide updates, and confirm resolutions
• Collaborate with remote teams to support application stability and user satisfaction
• Maintain documentation of support activities, known issues, and resolutions
• Identify recurring issues and contribute to knowledge base and process improvements
• Adhere to established SLAs, support procedures, and quality standards

• Associate or Bachelor’s degree in IT, Computer Science, or related field preferred
• 1–3 years of experience in application support or help desk roles
• Strong written and verbal communication skills
• Experience with ticketing systems and support tools
• Ability to learn and support business applications quickly

• Familiarity with SDLC and issue tracking tools (Azure Dev Ops, JIRA)
• Basic SQL knowledge and query experience
• Experience supporting web-based applications
• Exposure to Agile/Scrum environments
• Industry-specific application support experience is a plus