What are the responsibilities and job description for the Application Support Specialist- Helpdesk position at Mastek?
POSITION SUMMARY:
The Application Specialist is responsible for quickly and effectively diagnosing and resolving internal user application issues that are escalated by the Tier 1 support desk. The Application Specialist is an expert in all functional and operational aspects of at least one business software application. With knowledge of Republic’s software applications, the Application Specialist may partner with the business to provide IT support for organizational initiatives or activities.
PROJECT INFORMATION:
This position will be part of the Salesforce steady-state support team.
PRINCIPAL RESPONSIBILITIES:
Diagnoses and resolves software application issues of end users promptly and professionally.
Ensures that end users are provided with accurate and effective solutions and that end user support needs are met with a consistently high quality of service.
Engages appropriate IT and business resources to resolve technical issues and support business processes, while updating users on progress toward resolution.
May perform IT-related activities for projects to support company priorities.
Identifies and recommends system modifications to reduce user issues.
Fully documents each issue and resolution using the incident tracking system.
Keeps support desk team, peers, and management apprised of any new support issues in a clear and timely manner.
May document and provide input on processes and procedures for training IT team and end users.
Performs other job-related duties as assigned or apparent.
MINIMUM QUALIFICATIONS:
High School diploma or GED
PREFERRED QUALIFICATIONS:
Bachelor’s degree in IT, technology-related field or business-related field.
3 years plus of experience with waste industry software, including but not limited to InfoPro, Dossier, and TRUX.
Business systems analytical experience
Experience with running queries in SQL and Splunk
