Application Support Analyst - Fast-Paced IT Help Desk

DNI (Delaware Nation Industries); Atlanta (GA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401K matching

Disability insurance

Pet insurance

Education reimbursement

Parking benefits

Job summary

DNI (Delaware Nation Industries) seeks an Application Support Analyst to provide prompt, professional tier 1/2 tech support for KM apps and platforms in a fast-paced environment. You will build customer relationships, document resolutions, and escalate issues as needed to ensure minimal downtime.

The role emphasizes strong communication, problem-solving, and the ability to multitask across IT systems, with a focus on user satisfaction and continuous improvement of knowledge resources.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 1+ years IT support, help desk, or customer service with technical elements.
• Ability to build and maintain customer relationships.
• Excellent verbal and written communication; able to explain tech to non-tech users.
• Strong customer service orientation with solid analytical skills.
• Ability to multitask and manage multiple tickets in a fast-paced environment.

Responsibilities

• Respond to support requests via email ticketing system (JIRA) promptly.
• Provide Tier 1/2 troubleshooting and resolution for a wide range of issues.
• Document interactions, steps taken, and resolutions for knowledge base.
• Escalate complex issues to Tier 3 or SMEs with clear updates to users.
• Follow up to confirm issue resolution and satisfaction.
• Monitor queues, address trends, and alert leadership as needed.
• Manage workload using SQL databases, dqMan, eClearance, Webtop, Publishing Reporting, and JIRA.

Skills

Customer relationships

Communication skills

Problem solving

Multitasking

Education

Bachelor's degree

Tools

JIRA

SQL

dqMan

eClearance

Webtop

Publishing Reporting

Job description

DNI (Delaware Nation Industries) seeks an Application Support Analyst to provide prompt, professional tier 1/2 tech support for KM apps and platforms in a fast-paced environment. You will build customer relationships, document resolutions, and escalate issues as needed to ensure minimal downtime.

The role emphasizes strong communication, problem-solving, and the ability to multitask across IT systems, with a focus on user satisfaction and continuous improvement of knowledge resources.