Application Support Specialist - Lancesoft
Boston, MA
About the Job
Position Summary:
The Executive Office of Energy and Environmental Affairs (EEA) is seeking an Application Support Specialist that will be part of a support team, providing technical assistance and support for end users with the operation and functionality of custom web build platforms currently used within the specific agencies/programs.
Responsibilities/Experience/Qualifications:
The Executive Office of Energy and Environmental Affairs (EEA) is seeking an Application Support Specialist that will be part of a support team, providing technical assistance and support for end users with the operation and functionality of custom web build platforms currently used within the specific agencies/programs.
Responsibilities/Experience/Qualifications:
- Provide expertise and technical knowledge about a web application or suite of web applications
- Answer queries and resolve issues with custom software applications and escalate or close tickets as necessary
- Able to interpret and appropriately triage IT issues reported by users
- Respond to email messages for customers seeking help and provide on-call tech support
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Train users on specific applications and document creation
- Maintain, troubleshoot, resolve issues/bugs as they arise and ensure timely resolution
- Develop test cases and scenarios to pinpoint the root cause of product bugs
- Work closely with the development and business analyst team and assign tickets accordingly to project team
- Ability to work with cross-functional teams
- Ability to juggle multiple projects simultaneously
- Great analytical, critical thinking and problem-solving abilities
- High attention to detail
- Exhibit excellent verbal and communication skills
- Learn new technologies if requested
- Minimum BA/BS with 2+ years of professional IT experience
- Proven problem-solving skills
- Strong experience with problem solving skills
- Excellent written and oral communication skills
- Working knowledge of Microsoft Office Suite
- Exposure to the following technologies is a plus:
- Accela
- Service Desk Solutions
- JIRA
- Custom Web Applications
- Online collaborative products (such as Microsoft Teams)
Source : Lancesoft