Application Support Analyst - Tier 1/2 Tech Help Desk

DNI (Delaware Nation Industries); Atlanta (GA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Premium coverage

401K matching

Disability insurance

Pet insurance

Education reimbursement

Parking & transit

Job summary

DNI (Delaware Nation Industries) is seeking an Application Support Analyst to join our Atlanta-area team. This mid-level role supports Knowledge Management (KM) applications and platforms as a Tier 1/2 resource, handling user setup, IT issues, and incident resolution to minimize downtime.

You will document interactions in Jira, escalate when needed, monitor queues, and collaborate with cross-functional teams to improve knowledge management and system reliability across the organization.

Qualifications

• Bachelor's degree required.
• 1+ year IT support or help desk experience.
• Strong customer service orientation.
• Ability to explain technical concepts to non-technical users.
• Excellent written and verbal communication.

Responsibilities

• Respond to support requests via email ticketing system (JIRA).
• Provide Tier 1 / Tier 2 troubleshooting and resolution.
• Document interactions and resolutions in the ticketing system.
• Escalate complex issues to Tier 3 or SMEs with clear updates.
• Follow up to confirm issue resolution and satisfaction.
• Monitor support queues and address trends; inform leadership.
• Manage workload using SQL database, dqMan, eClearance, Webtop, Publishing Reporting, and JIRA.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Multitasking

JIRA

Education

Bachelor's degree

Tools

SQL database

dqMan

eClearance

Webtop

Publishing Reporting

JIRA

Job description

DNI (Delaware Nation Industries) is seeking an Application Support Analyst to join our Atlanta-area team. This mid-level role supports Knowledge Management (KM) applications and platforms as a Tier 1/2 resource, handling user setup, IT issues, and incident resolution to minimize downtime.

You will document interactions in Jira, escalate when needed, monitor queues, and collaborate with cross-functional teams to improve knowledge management and system reliability across the organization.