Application Support Analyst

Benchmarkit; Pittsburgh (Allegheny County); On-site; USD 65,000 - 90,000; Full time

Job summary

Benchmark IT Solutions India Pvt Ltd in Pittsburgh, PA seeks an experienced Application Support Analyst to provide client-facing technical support for business applications. The role blends hands-on troubleshooting with operational coordination in professional services environments.

The ideal candidate has 5–6 years of hands-on Application/Technical Support, strong Windows skills, and a proven ability to manage tickets end-to-end while maintaining high customer satisfaction.

Qualifications

• 5-6 years of hands-on Application Support / Technical Support experience.
• Strong troubleshooting skills in Windows environments.
• Experience handling ticket queues and managing issues end-to-end.

Responsibilities

• Manage day-to-day application and technical support operations
• Resolve support tickets across multiple client environments
• Troubleshoot Windows systems, applications, and user issues
• Act as the primary point of contact for client support requests
• Reduce dependency on senior engineers through independent issue resolution
• Coordinate with internal teams, vendors, and stakeholders for incident resolution
• Support application implementations, upgrades, and operational improvements
• Document solutions, workflows, and recurring issues
• Maintain high customer satisfaction through professional client interaction
• Identify opportunities to improve processes and operational stability

Skills

Client communication

Troubleshooting

Windows OS

Ticketing

Independent work

Problem solving

Tools

FileMaker

Job description

Benchmark IT Solutions India Pvt Ltd | Full time

Application Support Analyst

Pittsburgh, United States | Posted on 05/05/2026

Since our establishment in 2005, we have been focused on helping our clients build their Software Products/Projects.

Our founders had software development engineering background, our focus has always been in having strong delivery capability. This has resulted in extremely happy clients from day one and we continue to be the preferred partner for the clients we have acquired in our first year.

As we continued our journey and growth, we have expanded our team with different technology stacks and right technical solutions. Our 200+ people team continues to pleasantly surprise our clients across different technologies.

Job Description

Role Summary

We are seeking a client-facing Application Support Engineer to support and stabilize business applications within professional services and law firm environments.

This role combines hands-on technical support, ticket ownership, and operational coordination. While not a traditional Business Analyst or Project Manager role, the position requires a problem-solving mindset, strong business understanding, and ownership of day-to-day application operations.

The ideal candidate thrives in a fast-paced client environment, enjoys resolving complex issues, and proactively improves processes and system reliability.

Key Responsibilities

• Manage day-to-day application and technical support operations
  
• Resolve support tickets across multiple client environments
  
• Troubleshoot Windows systems, applications, and user issues
  
• Act as the primary point of contact for client support requests
  
• Reduce dependency on senior engineers through independent issue resolution
  
• Coordinate with internal teams, vendors, and stakeholders for incident resolution
  
• Support application implementations, upgrades, and operational improvements
  
• Document solutions, workflows, and recurring issues
  
• Maintain high customer satisfaction through professional client interaction
  
• Identify opportunities to improve processes and operational stability
  

Requirements

Required Qualifications

• 5-6 years of hands-on Application Support / Technical Support experience
  
• Strong troubleshooting skills in Windows environments
  
• Experience handling ticket queues and managing issues end-to-end
  
• Excellent client communication and customer service skills
  
• Ability to work independently and remain calm under pressure
  
• Strong analytical thinking and structured problem-solving approach
  
• Experience supporting multiple users or client environments
  

Preferred Experience

• MSP (Managed Service Provider) background
  
• Exposure to FileMaker environments
  
• Audio-Visual (AV) setup or configuration experience
  
• Professional services or law firm support experience
  
• Experience coordinating implementations or system rollouts
  
• Familiarity with operational workflows and business processes