Application Support Analyst

Tech Mirrors; Hartford (CT); On-site; USD 65,000 - 85,000; Full time

Job summary

Tech Mirrors is looking for an Application Support Analyst to provide technical support for Salesforce-based portals. This hybrid position requires the contractor to be onsite at least one day a week. The role involves assisting technical analysts, troubleshooting issues, and supporting enhancements to the portals.

The successful candidate will work closely with business stakeholders and provide high-quality end-user support during ongoing release cycles. Strong communication skills and a good understanding of Salesforce are essential.

Qualifications

• Proficiency in Windows 10 and Adobe Acrobat.
• Strong communication skills, both verbal and written.
• Experience with software troubleshooting and teamwork.

Responsibilities

• Provide technical support to end users of the provider portal and parent portal.
• Assist technical analysts with enhancements, testing, and documentation.
• Support UAT test cycles and portal validation activities.

Skills

Windows 10

Adobe Acrobat

Communication skills (both verbal and written)

IT Communication Specialist

Learning ability

Software Troubleshooting

Teamwork

Microsoft Office

Job description

Note: This is a HYBRID position which requires the contractor to be onsite at least one day a week.

Purpose

The Office of Early Childhood is seeking a Application Support Analyst to provide end‑user support, assist technical analysts, and support ongoing enhancements to our current portals built on the Salesforce platform. This role will also support the delivery and rollout of a new Single‑Entry Portal, working closely with business stakeholders, developers, analysts, and agile teams. This is a hybrid position as the incumbent will be required to be onsite at least one day a week.

Scope of Work

The Contractor will provide day‑to‑day technical support for end users of the Salesforce‑based portals, troubleshoot issues, validate enhancements, and assist in feature rollout activities. Additionally, the Contractor will support technical analysts with requirement clarifications, testing, small configuration updates, communication with stakeholders, and documentation. The Contractor will also assist in the adoption and support of the upcoming Single‑Entry Portal, including user onboarding, issue intake, root‑cause identification, and coordination with the technical team for resolution.

Deliverables

• End‑user technical support responses and resolutions
• Issue triage, documentation, and tracking in Azure DevOps and JIRA
• Support tickets with troubleshooting notes
• Feedback documentation for enhancements and new portal features
• UAT support for Salesforce and Single Entry Portal releases
• User support guides, knowledge base entries, or process documentation as needed

Work will be ongoing throughout the engagement, supporting bi‑weekly or monthly release cycles. Major activities include onboarding, portal enhancement support, UAT cycles, user feedback gathering, and Single Entry Portal rollout support.

Successful fulfillment of support responsibilities, timely response to user‑reported issues, accurate documentation, effective communication with technical analysts, and positive feedback from business stakeholders. Contractor should demonstrate deep understanding of the Salesforce provider and parent portals and provide high‑quality end‑user support.

Responsibilities

• Provide technical support to end users of the provider portal, parent portal, and Single Entry Portal
• Assist technical analysts with enhancements, testing, and documentation
• Participate in agile ceremonies, backlog refinement, and release readiness discussionsPerform root‑cause analysis and collaborate with developers on bug resolution
• Support UAT test cycles and portal validation activities
• Maintain clear communication with stakeholders and users

Qualifications

• Windows 10
• Adobe Acrobat
• Communication skills (both verbal and written)
• IT Communication Specialist
• Learning ability
• Software Troubleshooting
• Team work
• Microsoft Office