Application Support Analyst

Job Description

C1 Company Overview C1: 1 Contact, 1 Connection, 1 Choice C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best. So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1. Overview The Application Support Analyst's role is to deliver effective and efficient support to ConvergeOne internal end users in their use of multiple enterprise business applications to fulfill business objectives . This includes troubleshooting applications and software for all internal customers, such as sales, finance, operations, admin teams, and other business units. Supported applications include Microsoft GP, Microsoft CRM, Alert.Net, Connectwise , SharePoint, and reporting applications. The Application Support Analyst is also responsible for identifying common issues and recommending appropriate solutions. This role is also responsible for communication/coordination with the IT Service Desk on new application functionality and training. Responsibilities Field s incoming problem tickets escalated by the end user Service Desk to resolve business application issues, onboard/offboard users, provide access, and perform other application tasks in support of end users Work s with the Service Desk Team to respond to requests from business users. Creatively resolve issues, answer questions & clarify business processes, design and develop enhancements, troubleshoot and fix bugs Prioritize s , schedule s , and administer s all instances where enhancements and defect resolution are required Record s , track s , and document s the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution Ensure s proper categorization of ticket types, severities, resolutions, and root c auses in the ticketing system Communicate s common application issues and proposed solutions to key stakeholders, including management, development teams, end users, and unit leaders Test s fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved Identifies and learn s appropriate software applications used and supported by the organization Create s and deploy s feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes Documents resolution procedures for common issues in “knowledge base” articles, trains Service Desk staff to use the procedures for resolving user issues, thereby reducing the flow of tickets to the Tier 2 support team Works proactively with Application System Administrators to identify and learn additional application related activities, thereby freeing up time for the Application Administrators to focus on higher complexity activities Evaluate s documented resolutions and analyze trends for ways to prevent future problems Work s with company’s software suppliers for prompt rectification of any problems or emergencies Contribute s to system testing and user acceptance testing phase of development by evaluating new functionality Assists with regression testing of business application access and functionality in support of projects Qualifications Bachelor's degree in IT or equivalent experience is required 4 or more years experience i n application support Proficient in Microsoft CRM, Mic rosoft GP , Connectwise , and Sharepoint is strongly preferred Proficient in Microsoft Office is required Excellent verbal and written c ommunications skills are a must Familiar with standard concepts, practices, and procedures related to business applications support Additional Information C1 BENEFITS 401(k) Plan (35% employer match per dollar up to 10% employee contribution) Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser) HSA with + Employer Contribution In-vitro Fertility (treatment coverage) Dental Vision (2 plans: 12-month and 24-month frames allowance) FSA Plans (Healthcare, Dependent care and Limited Purpose) Pre-tax Commuter Plans Employer-paid Life Insurance Employer-paid Short + Term Disability Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments) Paid Parental Leave (4 weeks at 100%) Employee Assistance Plan Voluntary Life Insurance Legal/ID Theft Plans TeleHealth Options Wellness via Omada Health (healthy living solution) Travel Assistance Business Travel Accident Coverage Employer-paid Pet Telehealth Accident Insurance Critical Illness Insurance Hospital Indemnity Insurance Volunteer Time Off On Demand Pay (Daily Pay) Work Environment Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Physical Environment Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Other Duties/Changes This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1. EEO Statement C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm Notice of E-Verify Participation https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf < https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf > Right to Work https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf Show more Show less