Application Support Specialist
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Application Support Specialist
Ref No.: 17-05823
Location: Reston, Virginia
Position Type:Right to Hire
Start Date: 03/07/2017
My Direct client has an immediate need for an Application Specialist.

Title: Application Specialist
Location: Pennington, NJ
Duration: 4 Month Contract to hire
Salary: OPEN
Start Date: ASAP

Job Description


Responsible for the daily operation and support of one or more installed applications within a customer's location. Functions as the point of contact for end user support as well as the primary administrator for application integrity and maintenance. Manages reporting and achieving application effectiveness and contracted Service Level Agreements. Coordinates support activities according to customer's and IT Statement of Work. Communicates effectively with customer's IT administration and end users in planning and issue resolution. Creates and maintains updated process documentation and operating procedures documentation. Escalates any unresolved issues and assures resolution and follows up for completion.

Job Duties and Responsibilities
  • Support of end users including training, system authentication, and access rights per customer policy
  • Daily support of installed applications including manufacturer recommended updates and maintenance
  • Maintains accurate log for all customer support requests and application administration activities
  • Interacts with sales and operations teams to maintain and enhance customer relationship
  • Develops and maintains reports as requested and Statement of Work
  • Maintains up to date issue resolution activities via the customer's service request system
  • Maintains up to date site procedures guide pertaining to applications supported
  • Responsible for adhering to all manufacturer recommended training and certification requirements
  • Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner
  • Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation
  • Assumes full ownership of support requests. Escalates and follows up as needed to ensure resolution
  • Interacts with escalation support team for problem resolution
  • Participates in monthly, quarterly, and annual customer reviews
Qualifications
  • Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required
  • Minimum of 1-3 years of related work experience including a demonstrated track record of success
  • Proficiency in MS Office Suite required
  • MCSE or MCITP certification preferred
  • ITIL Certification preferred
If qualified and able to interview, please reply back with you most recent resume to Jonathan at jonathan.abel@mondo.com