Application Support Analyst

Application Support Analyst

We are looking for a responsive, customer-focused Application Support Analyst to serve as the primary technical support contact for our diverse suite of enterprise business applications. This essential role focuses on maintaining team productivity by providing prompt, courteous, and accurate Tier 1 application support; troubleshooting common user issues; fulfilling service requests; escalating complex problems; and guiding users to quick, effective resolutions. The ideal candidate will be an enthusiastic learner with a strong desire to deliver exceptional customer service. This is an onsite role in our McLean, VA office.

Key Responsibilities

• Provide Tier 1 technical support for internal employees across the business via ticketing system, email, and phone, focusing on issues related to core enterprise applications
• Log, categorize, and prioritize all incoming incidents and service requests using the IT Service Management (ITSM) platform, ensuring accurate documentation from initial contact to resolution
• Diagnose and resolve common technical problems related to application functionality, user accounts, basic system access, and password management
• Perform initial triage and troubleshooting to identify the root cause of issues, resolving as many tickets as possible without escalating.
• Demonstrate strong customer service skills by being responsive, empathetic, and professional in all interactions, clearly communicating technical information to non-technical users
• Accurately route and escalate complex, unresolved incidents to specialized application administrators or IT leadership with complete and detailed documentation to ensure seamless handover.
• Eagerly learn the architecture and functionality of new and existing enterprise applications to expand troubleshooting capabilities quickly
• Contribute to the IT knowledge base by creating and updating support articles, troubleshooting guides, and end-user documentation
• Monitor daily operational systems and dashboards, proactively identifying and reporting any potential service interruptions

Basic Qualifications

• 1-2+ years of experience working in a dedicated IT Help Desk, Service Desk, or Technical Support role
• Foundational understanding of enterprise application concepts (e.g., user account provisioning, access management, SSO/MFA, data entry troubleshooting).
• Proven record of delivering strong customer service in a fast-paced technical environment
• Excellent verbal and written communication skills with a focus on clear, friendly, and professional communication
• Demonstrated ability to learn new applications and systems quickly and independently
• Proficiency with an IT ticketing system (e.g., ServiceNow, JIRA Service Desk, Zendesk)
• Strong organizational skills with the ability to manage and prioritize a high volume of support requests
• Alignment to Clark Standards of Excellence: Self-Motivated, Results Oriented, Adaptable, Team Player, Accountable, Ethical, Innovative, Resilient, Builds Relationships, Builds People / Teams & Followership, Sets Direction & Executes

Preferred Qualifications

• Bachelor's degree in Information Technology, or related field
• Direct experience supporting one or more major SaaS or enterprise platforms (e.g., Coupa, SAP, Salesforce, Workday, Google Workspace, Box).
• Experience supporting applications specific to the construction or engineering industries a plus

The work environment and requirements described below are representative of those necessary for an employee to successfully perform the essential functions of this role.

The Physical Side of the Role: Given that a good portion of your day will be spent at a desk, you should be comfortable with prolonged periods of focused work, whether it's collaborating with colleagues, analyzing data, or developing strategies. The role demands effective communication and sharp visual acuity for reviewing complex documents and performing detailed computer work. While there are times for quiet concentration, you'll also be expected to move actively throughout the office and travel occasionally to various locations, including dynamic construction sites, utilizing different modes of transportation. The ability to lift and move objects up to 10 pounds regularly, and up to 25 pounds on occasion (think a box of files or small office equipment), is also required.

Your Work Environment: Your primary workspace will be in our professional office, which has a typical, quiet-to-moderate noise and light levels. As part of your work, you may also be required to visit active construction sites. These environments are naturally more dynamic and can include exposure to outdoor weather conditions, louder noise, and moving equipment. Your safety is our top priority, and you'll be expected to follow Clark Construction's safety policies and procedures, and all applicable laws, at all locations.

Our High-Performing Culture: This is a demanding, high-performance environment. We are looking for candidates who are energized by challenge, thrive under pressure, and are prepared to do what it takes to achieve exceptional results. Success in this role requires significant commitment, including flexibility to work extended hours, especially during critical project phases or client deadlines. Beyond regular working hours, there will be occasions where business needs require your attention, particularly for time-sensitive matters or emergencies. You are expected to monitor and respond to communications (phone calls, emails, text messages) as required to address these situations effectively. Your ability to manage these expectations and be responsive when critical issues arise is key to your success in this role and our collective success as a team.

A Drug Free Workplace: Clark promotes a drug free workplace. A pre-employment drug "fitness for duty" screening is required, and the company conducts random quarterly drug "fitness for duty" tests.

Clark offers a total compensation package that includes base salary, bonus potential, and a comprehensive benefits package including health/dental/vision benefits, paid time off, retirement/401k, and Company Contribution plan. Additional benefits include life insurance, commuter benefit, short & long term disability, fitness reimbursement, FSA, tuition reimbursement, back-up daycare, tutoring & family support benefits, EAP/Work-Life assistance, and a holiday contribution program. For this role the base salary range is $45,000 - $100,000. Compensation may vary outside of this range depending on a number of factors, including a candidate's education, experience, skills, and geographic location. Base pay is one part of the Total Compensation Package that is provided to compensate and recognize employees for their work.