Application Support Analyst

clark; McLean (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Clark Construction in McLean, VA is seeking an Applications Support Analyst to act as the primary Tier 1 contact for enterprise applications. You will troubleshoot routine issues, manage service requests, and guide users to fast resolutions in a fast-paced environment.

The role is onsite in our McLean, VA office. You will learn application architectures, maintain the knowledge base, and escalate complex issues with clear documentation to specialized teams.

Qualifications

• 1–2+ years in IT Help Desk or Technical Support.
• Experience with enterprise applications and user provisioning.
• Strong customer service and communication skills.
• Familiar with IT ticketing systems (ServiceNow, JIRA Service Desk, Zendesk).

Responsibilities

• Provide Tier 1 support for internal employees via ticketing, email, and phone.
• Log, categorize, and prioritize incidents in the ITSM platform.
• Diagnose and resolve common application issues, user accounts, and password resets.
• Escalate complex incidents with complete documentation for handoff.
• Contribute to knowledge base with troubleshooting guides and end-user documentation.
• Monitor daily systems and dashboards to identify potential interruptions.

Skills

Help Desk

Customer Service

Ticketing System

Communication Skills

Fast Learner

Enterprise Applications

Education

Bachelor's degree in IT

Tools

ServiceNow

JIRA Service Desk

Zendesk

Job description

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 elevate 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