Application Support Analyst

Overview

Provide Tier 1 support for enterprise applications, troubleshoot issues, and assist users.

Key Responsibilities

• knowledge base
• incident logging
• ticket triage
• system monitoring
• issue diagnosis
• first‑line

Tasks

-Contribute to the IT knowledge base by creating and updating support articles, troubleshooting guides, and end-user documentation -Log, categorize, and prioritize all incoming incidents and service requests using the IT Service Management (ITSM) platform, ensuring accurate documentation from initial contact to resolution -Perform initial triage and troubleshooting to identify the root cause of issues, resolving as many tickets as possible without escalating. -Monitor daily operational systems and dashboards, proactively identifying and reporting any potential service interruptions -Diagnose and resolve common technical problems related to application functionality, user accounts, basic system access, and password management -Accurately route and escalate complex, unresolved incidents to specialized application administrators or IT leadership with complete and detailed documentation to ensure seamless handover. -Provide Tier 1 technical support for internal employees across the business via ticketing system, email, and phone, focusing on issues related to core enterprise applications

Requirements

• bachelor's it
• saas support
• enterprise apps
• ticketing
• help desk
• customer service

What You Bring

-Experience supporting applications specific to the construction or engineering industries a plus -Bachelor's degree in Information Technology, or related field -Direct experience supporting one or more major SaaS or enterprise platforms (e.g., Coupa, SAP, Salesforce, Workday, Google Workspace, Box). -Foundational understanding of enterprise application concepts (e.g., user account provisioning, access management, SSO/MFA, data entry troubleshooting). -Proven record of delivering strong customer service in a fast-paced technical environment -Proficiency with an IT ticketing system (e.g., ServiceNow, JIRA Service Desk, Zendesk) -1-2+ years of experience working in a dedicated IT Help Desk, Service Desk, or Technical Support role -Alignment to Clark Standards of Excellence: Self-Motivated, Results Oriented, Adaptable, Team Player, Accountable, Ethical, Innovative, Resilient, Builds Relationships, Builds People / Teams & Followership, Sets Direction & Executes -Demonstrate strong customer service skills by being responsive, empathetic, and professional in all interactions, clearly communicating technical information to non-technical users -Strong organizational skills with the ability to manage and prioritize a high volume of support requests -Eagerly learn the architecture and functionality of new and existing enterprise applications to expand troubleshooting capabilities quickly -Excellent verbal and written communication skills with a focus on clear, friendly, and professional communication -Demonstrated ability to learn new applications and systems quickly and independently

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About Clark Construction Group

-Delivering large-scale, complex projects with a reputation for excellence. -Expertise spans commercial, residential, infrastructure, and government projects. -Projects include iconic landmarks, hospitals, airports, and educational facilities. -Innovative construction methods ensure projects are completed on time and within budget. -Constructed high-profile landmarks such as the National Museum of African American History and Culture and the Dulles Airport Terminal. -Diverse team maintains high quality and safety standards across various sectors.

Sector Specialisms

Security Clearance

-pre-employment drug fitness-for-duty screening required. -random quarterly drug fitness-for-duty tests conducted.