Application Support Consultant
4 days ago
We are looking for an Applications Support Consultant to join our Digital Services group within the Advisory Department. As a Consultant you will be responsible for:
Responsibilities:
Interact with ticketing system and clients to properly assign, prioritize, troubleshoot, resolve, and update tickets and knowledge base articles
Provide end user support, including setup and resolving hardware issues, managing software updates, and user security and password resets
Follow guidelines for triaging and escalating to Tier 2 resources
Administer employee onboarding and offboarding procedures for IT applications and systems
Provide support of enterprise applications including Zendesk, Upland PSA and Microsoft CRM
Provide support of Microsoft technologies, focusing on Office 365 and Azure environments
Provide Tier 1 support for external clients on Microsoft, NetSuite and Salesforce platforms
Provide support and error resolution for online application and integration issues
Produce detailed documentation of processes and resolutions
Provide technical training to client administrators and end users
Collaborate daily with teammates to provide excellent and quick support to our internal teams and external clients
Write knowledgebase articles, blogs, and other content to contribute to marketing efforts
Track and manage open cases to resolution within ticketing system
Qualifications:
2 plus years in help desk, enterprise applications support, systems administration, or technical IT support role
Computer literacy required, including advanced Microsoft applications (Excel, Word, PPT)
Knowledge of enterprise applications (ERP, CRM, ITSM, PSA, etc), preferably SaaS: NetSuite, Salesforce, Microsoft, and ZenDesk platforms
Experience in an end user support environment preferred
Ability to independently manage individual time and tasks
Ability to quickly adapt to new requirements and changing situations
Ability to resolve support tickets efficiently
Heightened sense of urgency and deadline driven
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