Application Support Specialist I
AmTrust Financial
- Cleveland, OH
- Permanent
- Full-time
- Provide timely and effective technical support to end-users experiencing issues with our software applications.
- Communicate with users to gather detailed information about problems and assist in resolving user concerns.
- Utilize ServiceNow to log and track support requests, ensuring accurate documentation of issues and resolutions.
- Communicate with users to gather detailed information about problems and assist in resolving user concerns.
- Monitor application performance, identify trends, and proactively address potential issues to prevent disruptions.
- Managing and supporting company-specific software applications used for business functions.
- Create and maintain knowledge base articles, FAQs, and user guides to empower users with self-help resources.
- Ensure that all applications are functioning properly and are up to date with the latest security patches.
- Provide support to end-users.
- Collaborate with IT teams and vendors to maintain and update hardware and software systems.
- Collaborating with other departments within the organization to understand their needs and requirements.
- Facilitating communication between developers, IT teams, vendors, end-users, and other stakeholders
- Providing training to end-users and other staff members as needed
- Conduct system analysis of application software to identify and propose solutions for problems.
- Minimum 2 years of experience as a Desktop Support Technician I.
- Associate degree or bachelor’s degree in an information technology accredited program (Majoring in Computer Science, Information Technology, or related IT discipline) or equivalent work experience.
- One or more certifications such as A+, Network+, Microsoft certifications, Cisco, MCDST, MCSE, or MCP preferred.
- Thorough knowledge of IT best practices, technical support, industry trends, and customer service practices.
- Advanced problem-solving capabilities to troubleshoot issues in an efficient manner.
- Strong attention to detail and tracking abilities required.
- Ability to learn new technologies quickly and thoroughly.
- Experience using the ServiceNow platform.
- Knowledge of ITIL processes
- Strong interpersonal and analytical skills.
- Excellent verbal and written communication skills
- Highly self-motivated, disciplined, and good team player. Ability to work unsupervised.
- Ability to respond positively to feedback and implement change in process and procedure as needed.
- Ability to multitask and prioritize tasks in a fast-paced environment to meet deadlines.
- Excellent written, verbal communication and relational skills, with the ability to express complex technical concepts in simplified business terms.
- Self-disciplined, works independently with minimal supervision, and is accountable and reliable.