IT Application Support Analyst

We are seeking a detail-oriented and customer-focused Level 1 Application Support Analyst to provide first-line support for custom business applications. This role serves as the primary point of contact for internal and external users, handling application-related inquiries, incidents, and service requests. The analyst will perform initial triage, accurately document issues, and determine the appropriate resolution path, including escalation to Level 2 or Level 3 support teams. This position requires strong communication skills, technical aptitude, and the ability to work closely with offshore support and development teams to ensure timely and effective issue resolution. Responsibilities Act as the initial point of contact for application support requests via phone, email, and ticketing systems Log, categorize, and track incidents and service requests with accuracy and completeness Perform initial troubleshooting and triage to assess severity, priority, and issue type Escalate complex or unresolved issues to higher-level support teams with clear documentation Communicate promptly with users to acknowledge requests, provide updates, and confirm resolutions Collaborate with remote teams to support application stability and user satisfaction Maintain documentation of support activities, known issues, and resolutions Identify recurring issues and contribute to knowledge base and process improvements Adhere to established SLAs, support procedures, and quality standards Qualifications Associate or Bachelor’s degree in IT, Computer Science, or related field preferred 1–3 years of experience in application support or help desk roles Strong written and verbal communication skills Experience with ticketing systems and support tools Ability to learn and support business applications quickly Preferred Skills Familiarity with SDLC and issue tracking tools (Azure DevOps, JIRA) Basic SQL knowledge and query experience Experience supporting web-based applications Exposure to Agile/Scrum environments Industry-specific application support experience is a plus #J-18808-Ljbffr Resolve Tech Solutions