Application Support Specialist I

Application Support Specialist I

McGough is a respected partner that brings six generations of experience to high profile, unique and complex construction projects. We take great pride in our people and their extraordinary expertise in planning, development, construction and facility management. McGough employee tenure reflects the commitment and pride we share in our work. Ask anyone who knows us - the caliber of our people sets us apart.

The Application Support Specialist (Level 1) provides reliable, front-line support across a broad portfolio of lower-complexity business applications. This role ensures day-to-day usability, fast issue resolution, and consistent execution of standard operational work.

This position serves as the primary point of contact for user issues, access requests, and routine configuration changes across utility applications. The role executes repeatable work using defined procedures and standards, and escalates non-standard or complex issues to Senior Application Specialists.

The Application Support Specialist plays a critical role in maintaining operational efficiency across many small and mid-sized tools that, while individually simple, are collectively essential to business operations.

Qualifications:

Required:

• 1–3 years of experience in application support, business analysis, or IT service roles.
• Experience supporting enterprise software or business applications.
• Strong customer service mindset and problem-solving skills.
• Ability to follow defined procedures and document work clearly.

Preferred:

• 3-5 years of experience in application support, business analysis, or IT service roles.
• Experience supporting multiple business applications simultaneously.
• Familiarity with ticketing systems and vendor support processes.
• Exposure to enterprise systems such as ERP, HCM, CRM, or project management tools.

Skills:

• Strong problem-solving skills within defined procedures.
• Ability to triage issues and determine appropriate escalation paths.
• Clear written and verbal communication with non-technical users.
• Organized and process-oriented approach to work.
• Comfortable handling high volumes of similar requests without loss of quality.
• Ability to learn and support new applications quickly.
• Experience with project and product management tools (JIRA, Confluence, Smartsheet, MS Project, etc.).

Core Responsibilities:

Front-Line Application Support:

• Provide first-level support for a broad portfolio of business applications.
• Respond to user questions, incidents, and requests in a timely and professional manner.
• Resolve common usage issues and incidents independently.

Access & Configuration Management:

• Manage user access, roles, and permissions according to established standards.
• Execute low-risk configuration changes following documented procedures and approvals.
• Validate changes to ensure accuracy and completeness.

Issue Triage & Escalation:

• Assess incoming issues and determine whether they can be resolved at Level 1.
• Escalate complex, ambiguous, or non-standard issues to Senior Application Specialists or Platform Operations leads.
• Provide clear documentation and context when escalating to avoid rework.

Vendor & Ticket Coordination:

• Log, track, and follow up on vendor support tickets as required.
• Coordinate with vendors to ensure timely resolution of assigned issues.
• Communicate status updates to internal stakeholders as appropriate.

Operational Excellence:

• Follow established digital delivery standards, procedures, and documentation practices for supported business applications.
• Contribute to continuous improvement by identifying recurring issues, inefficiencies, or gaps in documentation and escalating them to Senior Application Specialists.
• Participate in deployment and enhancement activities by executing assigned operational tasks under guidance.
• Collaborate with vendors and internal teams to ensure solutions are supported consistently and operate as expected.

Additional Responsibilities:

• Participate as an active member of the IT team. Contribute to shared goals and collaborate with colleagues on achievement of priorities.
• Collaborate with internal teams, contractors and other stakeholders to align efforts. Build and maintain strong relationships with internal and external stakeholders.
• Perform additional duties as assigned

Office and Travel:

• Position can be remote or based in McGough's Roseville, MN or Raleigh, NC Offices. This position can work hybrid.
• Travel is expected to be approximately 10% consisting of quarterly trips to McGough's headquarters for various training or team building activities. Additional travel to various national office locations may be required as determined by the individual and their manager.

Physical Requirements:

The physical requirements listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position involves sitting for extended periods of time at employee's workstation and during meetings as well as while traveling, either by plane or car. Employee needs to be able to lift to 20 pounds as frequently as needed to move objects; dexterity to write and manipulate computer keyboard and mouse; ability to hear and speak clearly; and ability to distinguish between colors on graphs and charts.

Employee may be required to visit construction jobsites which may expose the employee to dirt, dust, uneven surfaces, outdoor weather conditions and extreme temperatures.

In alignment with our commitment to pay transparency, the base salary range for this position is $66,000 to $88,700, excluding fringe benefits or potential bonuses. If you join McGough, your final base salary will be determined by several factors, including geography, location, skills, education, and experience. Furthermore, we place significant value on pay equity among our current team members as part of any final job offer.

Please note that the range provided above reflects the hiring range for this role. Hiring near the top end of this range would be atypical, as we aim to allow room for future salary growth. Additionally, McGough offers a comprehensive compensation and benefits package. This includes insurance coverage for medical, dental, vision, life, and disability. We also provide generous retirement plans, voluntary benefit plans, parental leave, substantial paid time off, and holiday pay.