Application Support Analyst

GeoStabilization International®; Westminster (CO); On-site; USD 63,000 - 79,000; Full time

Job summary

GeoStabilization International (GSI) is seeking an IT Support Specialist to act as first-line support for Vista, B2W, Salesforce, and related business applications with SLA-aware prioritization.

You will triage tickets using Freshservice, Zendesk, ServiceNow, Jira Service Management, or similar; diagnose root causes, escalate with context, and document outcomes while following escalation pathways across IT leadership.

Qualifications

• Bachelors degree required.
• Hands-on experience with ticketing systems (Freshservice, Zendesk, ServiceNow, Jira Service Management).
• Proficiency with remote support and troubleshooting tools (RDP, TeamViewer).
• Foundational-to-intermediate SQL: read queries, understand table relationships, identify data inconsistencies.

Responsibilities

• Serve as first-line support for Vista, B2W, Salesforce, and related business applications with SLA-aware prioritization.
• Triage tickets using ticketing systems with discipline around urgency, impact, and queuing.
• Diagnose root causes versus surface symptoms; escalate with context and document outcomes.
• Use remote tools to troubleshoot directly on user machines and avoid guessing.

Skills

SQL troubleshooting

Remote support

ERP knowledge

Troubleshooting

User communication

Education

Bachelor's degree

Tools

Freshservice

Zendesk

ServiceNow

Jira Service Management

RDP

TeamViewer

Power BI

Job description

GeoStabilization International (GSI), Access Limited, and RoadGuard together form a leading infrastructure solutions platform dedicated to protecting people and strengthening critical infrastructure across North America and New Zealand.

GSI is the premier geohazard mitigation firm specializing in emergency slope stabilization, landslide repair, grouting, and micropiles through innovative design-build delivery. Access Limited brings over a century of steep-slope expertise and operates North America’s largest fleet of spider excavators, delivering complex rockfall and geotechnical solutions in the most challenging environments. RoadGuard, founded in 2024, unites industry-leading roadway safety companies providing guardrail, bridge railing, highway signage, fencing, and specialty fabrication services.

Across all our businesses, we are driven by innovation, extreme ownership, technical excellence, and a relentless commitment to measurable results that improve safety and infrastructure resilience.

Ticket Triage & Technical Diagnosis

• Serve as first-line support for Vista, B2W, Salesforce, and related business applications with an SLA-aware, priority-driven approach.
• Triage tickets using ticketing systems (Freshservice, Zendesk, ServiceNow, Jira Service Management, or similar) with discipline around urgency, business impact, and queuing strategy.
• Diagnose root causes versus surface symptoms; distinguish between quick fixes (escalate with context) and systemic problems (drive to resolution) with clear judgment.
• Use remote support tools (RDP, TeamViewer, etc.) to troubleshoot directly on user machines; ask clarifying questions rather than guessing at vague tickets.

Technical Problem-Solving & Escalation

• Leverage basic-to-intermediate SQL to troubleshoot data issues: read queries, understand table relationships, identify data inconsistencies.
• Escalate complex technical problems with sufficient context and documentation to allow specialists to resolve efficiently.
• Follow tickets through to closure and document the outcome; track patterns in escalations to identify systemic improvement opportunities.

User Access, Provisioning & Onboarding

• Manage user access requests, permissions, and account provisioning across supported applications with strict control and audit discipline.
• Lead onboarding for acquired-company users: account provisioning, access setup, Vista/B2W/Salesforce training, and integration into GSI systems.
• Communicate with non-technical end users, including newly acquired staff from unfamiliar legacy systems, with clarity and patience.

Documentation, Knowledge Management & Continuous Improvement

• Maintain clear, searchable documentation for common issues, workarounds, and SOPs; use these as tools to train colleagues and reduce repeat escalations.
• Identify systemic issues and propose improvements; participate in process reviews and prioritization discussions with IT leadership.

Required Competencies

• Hands-on experience with application ticketing systems (Freshservice, Zendesk, ServiceNow, Jira Service Management, or equivalent).
• Bachelors degree
• Proficiency with remote support and troubleshooting tools (RDP, TeamViewer, or similar).
• Foundational-to-intermediate SQL: able to read and troubleshoot queries, understand table relationships, identify data inconsistencies.
• Understanding of ERP systems, business applications, and user access management.
• Demonstrated ability to diagnose and troubleshoot complex technical issues (not just memorize solutions).

Nice to Have

• Experience supporting a rapidly growing or acquisitive organization (onboarding spikes, legacy system integration).
• ERP or construction-industry software experience (Vista, Unanet, Viewpoint, or similar).
• Hands-on Salesforce administration or configuration experience.
• Familiarity with reporting tools (Crystal Reports, SSRS, Power BI) as a foundation for growth into advanced analytics roles.
• Experience mentoring colleagues or training users; demonstrated ability to lift others.

US pay range for this role.

$63,000—$79,000 USD

Soil Nail Holdings and its subsidiaries are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.