Applications Support Specialist

Under specific direction, the Applications Support Specialist will provide technical support to Institute users on a wide variety of applications, systems and equipment. Will analyze, diagnose and resolve a broad range of complex user issues/requests in a dynamic and fast-paced environment. Will perform in-depth technical troubleshooting of software and connectivity issues for remote employees, assisting customers in gaining access to various systems, and monitoring for incoming issues to determine root cause and either fix or escalate. Will partner with appropriate teams to resolve or properly close aging tickets and communicate contact trends and challenges in team meetings, take-on and lead small projects from start to finish and maintain a high degree of customer service for all support queries while adhering to all service management principles, and perform all other related duties and tasks as required or assigned.

Requires a high school diploma and a minimum of 2 years of directly-related technical support experience, or an equivalent combination of education, training and/or experience from which comparable knowledge, skills and abilities have been attained. Requires the ability to deduce obscure problems within complicated distributed systems and maintain focus on new, incoming issues while continuing to work on existing tasks. Must display a willingness to take on tasks without being asked, and be comfortable in a constantly changing environment. The ideal candidate should also be familiar with supporting end-user issues with the following technologies (but not limited to): Salesforce, VOIP, Instem, Multi-factor Authentication, Helpdesk, video conferencing, remote desktop, etc., and should have excellent problem-solving skills and a deep understanding of technical troubleshooting. Requires strong professional-level written and verbal communication skills, excellent problem-solving and decision-making skills, excellent judgement, strong customer service skills, the ability to work independently and as a part of a team, and the ability to effectively communicate technical information to non-technical users. This position requires a post-offer credit check.

Physical Requirements

Work is performed in a variety of settings including office and laboratory environments, as well as in outdoor areas. Will operate standard information technology equipment and will frequently stand, walk, sit, perform desk-based computer tasks, use a telephone, perform repetitive motions, bend, kneel, crawl, carry equipment and occasionally lift objects that weigh up to 20 pounds. May periodically climb ladders and perform work overhead.

The above is intended to describe the general requirements for the position and should not be interpreted as an exhaustive statement of physical requirements. The Institute will provide reasonable accommodation to any employee with a disability who requires an accommodation to perform the essential functions of the position.

Salary is commensurate with experience.