Application Support Analyst: KM Apps (Tier 1-2)

Delaware Nation Industries; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Delaware Nation Industries is seeking a customer-focused Application Support Analyst to join our team in Atlanta. In this mid-level role, you will serve as Tier 1 and Tier 2 support for Knowledge Management applications and platforms, assisting internal users with IT systems, user setup, routing, and business application requests.

You will document interactions in Jira, escalate when needed, and monitor queues to prevent downtime.

Qualifications

• Bachelor’s degree required.
• 1+ year of IT support or help desk experience with technical elements.
• Ability to build and maintain customer relationships.
• Excellent verbal and written communication; explain technical concepts to non-technical users.
• Strong customer service orientation and problem-solving skills.
• Ability to multitask and manage multiple tickets in a fast-paced environment.
• Reliable, detail-oriented, and able to work independently or with a team.

Responsibilities

• Respond to incoming support requests via email ticketing system (JIRA).
• Provide Tier 1 / Tier 2 troubleshooting and resolution for a wide range of issues.
• Document all support interactions, steps taken, and resolutions in the ticketing system.
• Escalate complex and unresolved issues to Tier 3 support teams, system developers, SMEs, and/or QA analysts with clear updates.
• Follow up with users to confirm issue resolution and satisfaction.
• Monitor support queues and address trending issues; notify leadership of trends.
• Manage workload using SQL database, dqMan, eClearance front end, Webtop back end, Publishing Reporting, and JIRA.

Skills

Customer relationships

Communication skills

Customer service

Problem solving

Multitasking

Tech support experience

Education

Bachelor’s degree

Tools

SQL database

dqMan

eClearance

Webtop

Publishing Reporting

JIRA

Job description

Delaware Nation Industries is seeking a customer-focused Application Support Analyst to join our team in Atlanta. In this mid-level role, you will serve as Tier 1 and Tier 2 support for Knowledge Management applications and platforms, assisting internal users with IT systems, user setup, routing, and business application requests.

You will document interactions in Jira, escalate when needed, and monitor queues to prevent downtime.