Application Support Analyst

* Assist in Menard Application Support

• →Provide first-level application support by responding to incidents submitted via phone, email, and ticketing systems in a professional and timely manner.
• →Accurately document all incidents, including user details, issue descriptions, troubleshooting steps, and resolutions.
• →Prioritize, track, and manage support tickets through to final resolution, ensuring adherence to SLA requirements.
• →Escalate complex or unresolved issues to appropriate team members while maintaining ownership and follow-up.
• →Use diagnostic tools, logs, and knowledge resources to identify root causes and resolve issues effectively.
• →Test solutions and fixes to confirm successful resolution prior to closing tickets.
• →Perform post-resolution follow-ups to ensure user satisfaction and issue prevention.
• →Identify recurring issues and recommend minor or significant system configuration changes based on ticket trends.
• →Access and apply software updates, patches, drivers, and knowledge base resources as needed.
• →Learn and support the organization’s approved software, hardware, and systems.
• →Participate in limited low-level coding or scripting tasks required to support applications.
• →Reinforce SLAs and manage end-user expectations through clear communication.
• →Develop and maintain help sheets, FAQs, usage guides, and knowledge base articles for end users.
• →Identify training opportunities and assist in the development of end-user education programs to improve self-sufficiency and application usage.

* Strategy & Planning

• →Review documented resolutions and analyze incident trends to proactively reduce future issues.
• →Communicate emerging trends, risks, or recurring problems to management with actionable recommendations.

• Associate or Bachelor’s degree in Computer Science, Information Systems, MIS, or a related field, or equivalent relevant work experience.
• Strong customer-service mindset with a focus on end-user satisfaction
• Excellent analytical, troubleshooting, and problem-solving abilities
• Ability to prioritize and manage multiple tasks in a fast-paced, high-pressure environment
• Strong written, verbal, and interpersonal communication skills
• Self-motivated, detail-oriented, and able to work independently
• Team-oriented with the ability to collaborate effectively across technical and business teams
• Familiarity with Application Development Languages such as Java, C++, .NET
• Must work within designated normal office hours assigned or required by work
• May be required to work overtime, including weekends and holiday