Application Support Specialist – Internal Systems

Superior Duct Fabrication; Pomona (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Superior Duct Fabrication in Pomona, CA is hiring an Application Support Specialist to manage day-to-day support across business applications and help users get back to work quickly.

You will troubleshoot across multiple systems, learn new software, and communicate clearly with both technical and non-technical users while balancing a high-volume support queue.

Qualifications

• Experience in a high-volume service desk or ticket-based support environment.
• Ability to manage multiple open requests with quick response times and follow-through.
• Strong troubleshooting and problem-solving skills.
• High aptitude for learning and navigating new software, even without prior app-specific experience.
• Comfortable supporting and switching between multiple systems and processes.

Responsibilities

• Manage a high-volume queue of internal support requests with balanced urgency and impact.
• Provide prompt acknowledgment and clear communication to users.
• Assess and triage incoming issues; determine next steps quickly.
• Troubleshoot and resolve issues across multiple business applications and systems.
• Learn new software and company processes as systems evolve.
• Investigate data, integration, and processing issues and propose solutions.
• Perform routine application administration and fixes.
• Assist users with setup, configuration, and general questions.
• Keep users informed throughout troubleshooting and resolution.
• Escalate when needed and coordinate with IT, developers, or vendors.
• Document recurring issues and improvements to avoid future problems.

Skills

High-volume service desk

Fast response times

Troubleshooting

Learning aptitude

Multi-system support

Clear communication

Ownership

Ticketing systems

User-focused

Problem diagnosis

Tools

Dynamics 365

Power Platform

ERP systems

CRM / WMS tools

Job description

We are hiring an Application Support Specialist to provide responsive, day-to-day support across the business applications our teams rely on. This role will manage a high volume of incoming support requests, quickly assess and troubleshoot issues, and help users get back to work with minimal disruption.

We are looking for someone who is comfortable working in a fast-paced support queue, responds quickly, and has a strong aptitude for learning new software and processes. This person should be curious, resourceful, and comfortable learning and supporting multiple systems rather than specializing in only one application.

Experience with Microsoft Dynamics 365 Business Central is helpful, but not required. The ability to learn quickly, troubleshoot effectively, and provide strong user support is more important.

This is a hands-on, support-oriented position, not a software development role.

Key Responsibilities

• Manage a high-volume queue of internal support requests, balancing urgency, business impact, and response time.
• Provide prompt acknowledgment and communication to users, even when an issue requires additional investigation.
• Quickly assess incoming issues, gather the right information, and determine the appropriate next steps.
• Troubleshoot and resolve issues across multiple business applications and systems.
• Learn new software, company-specific applications, and business processes as systems continue to evolve.
• Investigate system, transaction, data, integration, and processing issues to identify potential causes and solutions.
• Perform routine application administration and operational fixes.
• Assist users with application setup, preferences, configuration, and general system questions.
• Keep users informed throughout the troubleshooting and resolution process.
• Recognize when an issue requires escalation and coordinate with IT, developers, consultants, or software vendors.
• Document recurring issues, troubleshooting steps, and resolutions.
• Identify recurring support patterns and opportunities to improve processes or reduce future issues.

Required Experience & Skills

• Experience working in a high-volume service desk, help desk, application support, technical support, or ticket-based support environment.
• Demonstrated ability to manage multiple open requests while maintaining quick response times and strong follow-through.
• Strong troubleshooting and problem-solving skills.
• High aptitude for learning and navigating new software, even without prior experience in the specific application.
• Comfortable supporting and switching between multiple systems, applications, and business processes.
• Ability to investigate unfamiliar issues rather than relying solely on established scripts or procedures.
• Strong attention to detail when working with business data and transactions.
• Clear and professional communication with both technical and non-technical users.
• Ability to prioritize requests based on urgency and business impact.
• Strong sense of ownership from initial request through resolution or escalation.

Nice to Have

• Experience supporting ERP, CRM, WMS, manufacturing, or other business applications.
• Microsoft Dynamics 365 Business Central experience.
• Experience troubleshooting integrations, middleware, queues, or automated processes.
• Experience in a manufacturing, distribution, warehouse, or production environment.
• Experience with Microsoft Power Platform or other Microsoft business applications.