Application Support Analyst

Job Description

Job Description

Position Summary

The Application Support Analyst sits at the center where Vaughn College's technology and the people who depend on it every day meet. Students, faculty, and staff each interact with the same core systems, including the student information system (SIS), learning platforms, Microsoft 365, and reporting tools, but they each use them differently and encounter different challenges.

 

The Application Support Analyst reports directly to the Director of IT Infrastructure and works closely with campus departments, software vendors, and the College's Managed Service Provider (MSP), currently Open Approach. The Director of IT Infrastructure provides operational leadership, technology governance, strategic planning, and oversight of the College's technology environment, while working collaboratively with the Application Support Analyst to identify opportunities for improvement, establish priorities, and coordinate support efforts.

 

Routine technical support requests are typically addressed by the College's MSP before reaching this role. As a result, the Application Support Analyst focuses on more complex applications, workflow, integration, reporting, and operational challenges requiring deeper analysis, collaboration, and problem-solving. Working in partnership with the Director of IT Infrastructure, the position helps ensure that technology solutions continue to align with the College's evolving academic, administrative, and operational needs.

Essential Duties & Responsibilities

• Provide tier-2 application support for the College's core platforms, including the student information system (SIS), learning platforms, Microsoft 365, and reporting and administrative systems, resolving issues escalated from first-line support.
• Partner with the Director of IT Infrastructure to identify opportunities for application enhancement, business process improvement, system modernization, and service optimization that support institutional goals.
• Analyze and Troubleshoot Application Issues, identify root causes, and coordinate resolution with internal IT staff, managed service providers (MSPs), software vendors, and technology partners as required.
• Support technology governance efforts through process improvement initiatives, documentation development, and adherence to established technology standards and operational objectives.
• Identify where a department's workflow and the tools supporting it have drifted apart, and work with the people affected to close that gap.
• Watch for patterns across tickets and requests over time, and use them to recommend changes before an issue becomes a recurring problem rather than only responding one ticket at a time.
• Assist with the installation, configuration, and ongoing maintenance of enterprise and administrative applications, working with the MSP and software vendors as needed.
• Test, apply, and document software updates, patches, and new releases, coordinating maintenance windows to minimize disruption to campus operations.
• Support integrations and data flows between systems, and help maintain the accuracy and integrity of application data.
• Log, track, and document requests in the ticketing system, and escalate infrastructure, network, and complex system issues to the MSP.
• Troubleshoot application problems, isolating root causes and coordinating resolution with IT colleagues, the MSP, and vendors.
• Administer user accounts, roles, and access within core applications, using Microsoft 365, Microsoft Entra ID (Azure AD), and Active Directory.
• Create and maintain clear documentation, including system configurations, standard procedures, and end-user guides, and assist with user training.
• Maintain a body of procedures that level 1 support can draw on when handling common application issues, so routine problems can be resolved without needing to escalate.
• Participate in cross-functional IT projects and perform other related duties as assigned.

Technical Skills & Knowledge

• Solid working knowledge of enterprise or administrative applications such as a student information system (SIS), learning platforms, CRM, or reporting tools.
• Proficiency with Microsoft Windows (current supported versions) and Microsoft 365 / Office applications.
• Working knowledge of Microsoft 365, Microsoft Entra ID (Azure AD), and Active Directory for account, role, and access management.
• Understanding of how data moves between applications, including familiarity with system integrations and APIs (a plus).
• Basic SQL or scripting experience for querying data and supporting reports (a plus), along with comfort interpreting what a report or dataset is actually telling you about how people are using a system.
• Awareness of IT security and data-privacy practices as they apply to application and data access.
• Familiarity with audio-visual systems and presentation platforms used in classrooms, meetings, and events, including the ability to resolve issues on the spot.
• Strong troubleshooting skills and a commitment to staying current with new technologies used across the College.

Communication & Collaboration

• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users, and the ability to encourage a better way of doing something without insisting on it, along with the patience to bring people along at whatever pace they need.
• Ability to work effectively both independently and as part of a team, including close collaboration with the MSP, vendors, and campus departments.
• Skilled at translating user and business needs into practical application solutions, and technical requirements back to end users.
• Strong organizational skills, attention to detail in documentation, and a demonstrated commitment to customer service.
• Willingness to learn independently and to participate in additional training as needed.

Required Experience

• 2–3 years of application support, systems/application support, process and workflow development and documentation.

• Hands-on IT support experience in a technology support environment; experience in an educational setting is a plus.

• Practical experience supporting, configuring, or administering enterprise or administrative software applications.

• Experience troubleshooting application issues and coordinating resolution with vendors or technical teams.

Required Education

• Associate degree in Computer Science, Information Systems, or a related technical field.

Preferred Education & Certifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited institution.

• Experience with SQL, scripting, or system integrations and APIs.

• Relevant industry certifications (e.g., ITIL, Microsoft, or comparable).

• AI-related certification in any platform or software is highly desired.

Compensation and Benefits

$75,000 to $85,000 for well-qualified individuals. This is a non-exempt, full-time position eligible for overtime. Compensation is determined based upon experience and education as well as internal equity. The College offers a comprehensive benefits package that includes medical, vision, and dental insurance, long-term disability, generous leave policies, paid holidays, pre-tax flexible spending accounts, tax-deferred retirement savings plan, as well as employee and dependent tuition assistance programs.

To Apply

For additional information about Vaughn College of Aeronautics and Technology, and this posting, please visit and select “Work at Vaughn.” You may then apply by following the portal instructions.

The following documentation is required to complete the application process:

• Cover letter

• Résumé

Review of applications will begin immediately.

Final candidates will be expected to attend at least one in-person interview on campus.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.