Application Support Analyst

We are seeking a customer-focused and technically capable Application Support Analyst to join our team. In this mid-level role, you will serve as a tier 1 and tier 2 support on Knowledge Management (KM) applications and platforms. The responsibilities include serving as the point of contact for internal users experiencing issues with IT systems, user setup, routing management, product management, business application requests, enhancement requests, software issues, and network connectivity. The primary goal is to provide prompt, professional technical support to minimize downtime and ensure smooth daily operations across the organization. This requires problem-solving, helping people, and working in a fast-paced environment.

Key Responsibilities

• Respond to incoming support requests via email ticketing system (JIRA) in a timely and professional manner.
• Provide Tier 1 / Tier 2 troubleshooting and resolution for a wide range of issues.
• Document all support interactions, steps taken, and resolutions in the ticketing system for accurate tracking and knowledge base contributions.
• Escalate complex and unresolved issues to Tier 3 support teams, system developers, functional subject matter experts, and/or quality assurance analysts in a clear and timely manner, while keeping the end-user informed of progress.
• Follow up with users to confirm issue resolution and satisfaction
• Monitor support queues and proactively address trending issues when possible and notify leadership of trends.
• Responsible for managing workload utilizing a SQL database, dqMan query tool, eClearance front end, Webtop back end, Publishing Reporting, and JIRA Issue tracking system.

Requirements

• Bachelor’s degree
• One or more years of experience in IT support, help desk, technical support or a customer service role with technical elements.
• Ability to build and maintain customer relationships
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation
• Solid problem-solving and analytical skills
• Ability to multitask and manage multiple tickets/priorities in a fast-paced environment
• Reliable, detail oriented, and able to work independently or collaboratively

Benefits

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

AAP/EEO Statement

DNI complies with all federal, state and local laws designed to protect employees and job applicants from discrimination based on race, religion, color, sex, parental status, national origin, age, disability, genetic information, military service, or other non-merit-based factors.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans