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Job Summary:

The Applications Support Analyst’s role is to provide technical hardware/software application support and providing rapid issue resolution to our client base. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution often requires that the individual give hands-on help remotely as well as documentation to assist clients.

Job Description:

Essential Duties and Responsibilities:

• Actively supports customers as well as Momemtm staff in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident.
• Prioritize and close client issues or escalate when required in a timely manner.
• Liaison to the development team for issue resolution, test fixes to ensure that the problem has been adequately resolved.
• Identifies and provides input on unique or recurring customer issues, documentation of issues and resolutions.
• Write product knowledge base articles, white papers, procedures.
• Maintain a centralized Knowledge Base and related reporting.
• Available for remote support after hours in an on-call rotation.

COMMUNICATION SKILLS:

Must possess excellent written and verbal communication skills. Must produce job related documentation in the form of reports. This position is very visible to the customer and must maintain a high level of professionalism.

Up to 10% Travel

Requirements:

• Bachelor degree in a technical discipline OR equivalent experience (5 years) with proven training in scheduling applications, network administration and/or computer programming.
• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills.
• Advanced knowledge of MS Windows operating systems.
• SQL Server and/or database experience.
• Proficiency with MS Office applications.
• Proficiency with networking concepts.
• Strong interpersonal skills.
• Positive attitude.

Assets:

• Experience in Transit industry.
• Knowledge of Momemtm applications or business practices within NEMT industry.

Worker Type:

Regular