Role Description The Application Support Analyst position is a client-centric role, dedicated to providing comprehensive support and resolving challenges related to a diverse range of technical issues. We are seeking a highly motivated individual who possesses a fervent passion for technology, coupled with an unwavering commitment to deepening their understanding of our product suite. The successful candidate will excel in a dynamic environment, offering solutions to complex customer issues, responding to inquiries about application functionalities, and overseeing the customization of reports and other technical services. This role requires the provision of exceptional customer service, ensuring client satisfaction and fostering positive relationships. - Direct engagement with clients to troubleshoot and resolve application-related issues that are of moderate complexity, including service disruptions, and to assist with application updates and maintenance operations. - Exercise discretion in the efficient resolution of issues to ensure client satisfaction, minimize downtime, and prevent budget overruns. - Appropriately field or escalate incoming queries to ensure rapid and effective resolution. - Gather comprehensive details to accurately categorize requests, facilitating the determination of the most effective resolution strategy. - Apply professional judgment in the analysis of issues, aiming to resolve hardware/software challenges via telephone support or determining the necessary level of maintenance to address the problem effectively. - Offer guidance on hardware specifications and basic software configurations, including instruction on fundamental features, user permissions, system configurations, and overall functionality. - Maintain open and continuous communication with clients, providing regular updates on the status of their issues until resolution. - Troubleshoot and resolve issues related to the maintenance and configuration of specific business applications and their supporting systems, including interfaces, databases, and other application components, both in cloud-based and on-premises environments. - Contribute to the after-hours on-call rotation, ensuring that critical support is available outside of standard business hours. Qualifications - High school diploma required; 2-to-4-year college degree preferred. Pertinent experience can be substituted for a degree. - Excellent verbal and written communication skills, including the ability to create organized and informative reports, as well as comprehensive accurate documentation. - Demonstrated focus on customer service and satisfaction. - Ability to analyze and solve problems both individually and as a team. - Strong understanding of MS Windows Desktop and Server operating systems along with TCP/IP, routing, switching, firewalls, DNS and DHCP. - Positive and friendly demeanor. Requirements - EOE/M/F/Disabled/Vet - This company is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. - All qualified applicants will receive consideration for employment.

• Investigate and resolve complex inquiries related to Navigator system support and Disability Tax • Perform operational tasks such as handling stores, GWIZ requests, orphaned payments, and duplicate tax slip creation • Execute recurring maintenance activities, including system updates and audit documentation • Manage security access, user profiles, and system permissions for Disability and Group Life operations • Partner with the Tax Business Analyst to support the annual Disability Tax project • Contribute to internal and external audits, ensuring compliance and accuracy • Deliver a high level of customer service by responding to inquiries in a timely, professional, and client-focused manner

• Supports the monitoring, investigation, and resolution of technical issues reported by clients or internal teams • Focuses on incident handling, hands-on troubleshooting, data analysis, and pattern identification across cases • Ensures issues are accurately diagnosed, documented, and resolved

Role Description Provides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support. - Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues. - Diagnoses and resolves common technical problems using established tools, procedures, and documentation. - Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system. - Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed. - Gathers required information for investigations and assists with root cause analysis. - Documents new and recurring issues and shares knowledge with other support staff. - Escalates unresolved or complex issues appropriately while maintaining ownership and communication. - Assists with deployment of new or updated software, hardware, and desktop technologies. - Balances multiple requests and priorities effectively in a fast-paced environment. - Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience. - Reviews completed work with senior team members to ensure quality and accuracy. Qualifications - High school diploma or GED required - 1–2 years of IT Service/Help Desk or technical support experience - CompTIA A+ certification or equivalent experience preferred - Strong customer service and communication skills - Stable power and broadband internet connection Requirements - Technical Skills - Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripherals - Basic understanding of LAN/WAN, internet connectivity, VPN, and remote access tools - Proficiency with Microsoft Office and common business applications - Familiarity with ticketing systems and ITIL-based processes - Problem Solving & Analysis - Identifies issues, evaluates information objectively, and applies appropriate solutions - Recognizes recurring issues and contributes ideas for prevention or improvement - Documents findings clearly and accurately - Communication - Communicates clearly and professionally with both technical and non-technical users - Explains technical concepts in an audience-appropriate manner - Demonstrates effective listening, empathy, and urgency - Customer Focus - Anticipates user needs and delivers timely, high-quality support - Maintains a positive and service-oriented attitude, even in challenging situations - Adaptability & Learning - Embraces change and new technologies with a positive mindset - Seeks feedback and applies it constructively - Demonstrates a continuous learning mindset - Accountability & Results - Manages time effectively and meets commitments - Takes initiative and follows through on assigned work - Adheres to policies, procedures, and best practices - Professionalism & Integrity - Acts with honesty, reliability, and respect - Treats all users fairly and consistently - Handles difficult conversations professionally and respectfully Benefits - Medical, dental, vision, and disability insurance plans - 401(k) retirement savings plan - PTO (including paid sick time) - 8 paid holidays per year (for salaried and hourly team members)