Application Support Analyst

Application Support Analyst

The Application Support Analyst is responsible for providing timely and effective technical support for all applications within Horry County Government. This role involves troubleshooting issues, resolving user problems, report design, and ensuring the smooth operation of applications within the organization. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and a passion for providing exceptional customer service.

Responsibilities include:

• Ensuring a very high level of customer service is delivered to both internal and external system users.
• Providing first-line technical support to end-users for a range of applications.
• Troubleshooting and resolving application-related issues, including:
• Software installation and configuration problems
• Data entry and retrieval errors
• User access and permission issues
• System performance and stability problems
• Testing and installing software upgrades, updates, and system enhancements.
• Documenting and tracking all support requests and resolutions in a ticketing system.
• Proactively identifying and resolving potential application issues before they impact users.
• Providing end-user training and support on application usage and best practices.
• Communicating effectively with end-users, management, and vendors.
• Creating and maintaining comprehensive user documentation and knowledge base articles.
• Working closely with other IT teams to ensure seamless application performance and issue resolution.
• Assisting and working in coordination with the Project Manager.

Other duties as assigned.

Required knowledge, skills, and abilities include:

• Horry County policies, standard operating procedures, and guidelines.
• Horry County Information Technology policies, standard operating procedures, and guidelines.
• Experience with ticketing systems.
• Strong understanding of software applications and their underlying technologies.
• Proficient in troubleshooting and problem-solving techniques.
• Familiarity with database concepts.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Exceptional customer service and interpersonal skills.
• Proactive, self-motivated, and a strong team player.

Preferred credentials include:

• Work experience in a comparable position.
• SQL and/or SSRS report experience.

Must be able to pass required pre-employment physical and background check. Must be willing to occasionally work after hours, including nights and weekends.