Application Support Specialist (ServiceDesk/Helpdesk II Support)

Requisition ID
2017-2302
# of Openings
1
Category
Information Systems
US-MA-Norwood

Overview

The Application Support Specialist is an active member of the Information Systems team, working closely with members from every department to ensure all staff and clients are experiencing positive results with our software and related systems. This position works as a liaison between the Service Desk, Programming Team, Customers, and Employees to effectively troubleshoot, investigate and resolve complex technical issues in the most efficient way possible.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES TO PERFORM THIS JOB SUCCESSFULLY INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

  • Provide technical support to business users by investigating, validating and resolving reported issues.
  • Create end-user documentation and instructions for software solutions and maintain/update such documentation as system changes dictate.
  • Utilize internal software systems to provide support to our business units.
  • Provide assistance as needed in migrating new acquisitions onto our software platform.
  • Identify, analyze and document defects or inconsistencies in application functionality, user interface, output and performance
  • Perform basic application testing to help ensure quality software releases.
  • Works closely with developers and a variety of end users to ensure technical compatibility and user satisfaction is achieved.
  • Ensures and promotes effective and efficient utilization of company resources.
  • Provides advice, training and technical support for various projects as required.
  • Performs miscellaneous duties as assigned by Management.

Qualifications

EDUCATION AND/OR EXPERIENCE

Bachelor degree in a relevant field. A minimum of five years related experience in application support; or equivalent combination of education and experience required. Extensive knowledge in an MS Windows platform required. Insurance industry experience preferred.

 

QUALIFICATIONS

  • Proven experience at identifying problems and delivering assistance to resolve them.
  • Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
  • Ability to follow instructions and respond to upper managements’ directions accurately.
  • Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
  • Must be able to work independently, prioritize work activities and use time efficiently.
  • Must be able to maintain confidentiality.
  • Must be able to demonstrate and promote a positive team -oriented environment.
  • Must be able to stay focused and concentrate under normal or heavy distractions.
  • Must be able to work well under pressure or stressful conditions and meet required project deadlines.
  • Must possess the ability to manage and direct change, delays, or unexpected events appropriately.
  • Demonstrates reliability and abides by the company attendance policy.
  • Must maintain a professional and clean appearance at all times consistent with company standards.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed