Enterprise Applications Support Analyst (Tier 1)

Clark Group; McLean (VA); Hybrid; USD 45,000 - 100,000; Full time

Job summary

Clark Construction Group seeks an Applications Support Analyst to be the primary Tier 1 contact for enterprise business applications at our McLean, VA office. You will troubleshoot user issues, manage tickets via ServiceNow/JIRA/Zendesk, document steps, and escalate when needed, while delivering prompt, courteous service to internal users.

The ideal candidate has 1–2+ years in IT Help Desk or Technical Support, solid communication skills, and a demonstrated ability to learn new applications

Qualifications

• 1–2+ years in IT Help Desk, Service Desk, or Technical Support.
• Foundational understanding of enterprise application concepts (e.g., user provisioning, access management, SSO/MFA).
• Proven track record of strong customer service in a fast-paced technical environment.
• Excellent verbal and written communication with clear, friendly tone.
• Ability to learn new applications quickly and independently.
• Experience with an IT ticketing system (ServiceNow, JIRA Service Desk, Zendesk).
• Strong organizational skills to manage a high volume of requests.
• Alignment to Clark Standards of Excellence: Self-Motivated, Results Oriented, Adaptable, Team Player, Ethical, Innovative, Resilient, Builds Relationships/Teams.

Responsibilities

• Provide Tier 1 technical support for internal employees via ticketing system, email, and phone.
• Log, categorize, and prioritize incidents with accurate documentation from start to resolution.
• Diagnose and resolve common problems related to application functionality and access.
• Perform initial triage to identify root causes and resolve without escalation when possible.
• Communicate clearly with non-technical users in a professional manner.
• Route and elevate complex issues with complete handover documentation to specialists.
• Learn architecture and functionality of enterprise applications to expand troubleshooting skills.
• Create and update support articles and end-user documentation.
• Monitor daily systems and dashboards to identify potential service interruptions.

Skills

Customer service

Technical troubleshooting

Ticketing systems

Communication skills

Fast learner

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

JIRA Service Desk

Zendesk

Job description

Clark Construction Group seeks an Applications Support Analyst to be the primary Tier 1 contact for enterprise business applications at our McLean, VA office. You will troubleshoot user issues, manage tickets via ServiceNow/JIRA/Zendesk, document steps, and escalate when needed, while delivering prompt, courteous service to internal users.

The ideal candidate has 1–2+ years in IT Help Desk or Technical Support, solid communication skills, and a demonstrated ability to learn new applications