Information Technology Support Analyst

Coforge; Arlington (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Coforge in Arlington, VA is seeking an IT Service Desk Analyst to provide first-line technical support for field services applications. You will diagnose issues, manage incidents, monitor performance, and collaborate with cross-functional teams to implement solutions.

Strong ITSM knowledge and ServiceNow experience are essential. You will document processes, create user guides, and train junior staff while contributing to SLA adherence and customer satisfaction.

Qualifications

• Strong knowledge and experience in Application Production Support.
• Proficient in troubleshooting and resolving application-related issues.
• Experience with monitoring tools and performance metrics.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.

Responsibilities

• Provide expert Application Production Support to ensure the smooth operation of field services applications.
• Diagnose and resolve technical issues related to application performance and functionality.
• Collaborate with cross-functional teams to identify and implement solutions for application-related challenges.
• Monitor application performance and conduct regular maintenance to ensure optimal functionality.
• Document technical processes and create user guides to assist team members and clients.
• Train and mentor junior support staff on best practices in application support.
• Participate in on‑call support rotation as needed to address urgent issues.
• Stay updated on industry trends and emerging technologies to enhance support capabilities.

Skills

ITSM processes

ServiceNow

Education

Bachelor’s degree in Computer Science or IT

Tools

OpsRamp

Active Directory

Exchange

Microsoft 365 (O365)

SQL

Job description

Job Title: Information Technology Support Analyst

Key Skills: ITSM processes, ServiceNow

Location: Arlington, VA

We at Coforge are hiring an experienced IT Service Desk Analyst with strong expertise in Incident Management, ITSM processes, ServiceNow, OpsRamp, Active Directory, Exchange, Microsoft 365 (O365), user account administration, SLA management, and first-line technical support, with the following skill set:

Key Responsibilities:

• Provide expert Application Production Support to ensure the smooth operation of field services applications.
• Diagnose and resolve technical issues related to application performance and functionality.
• Collaborate with cross-functional teams to identify and implement solutions for application-related challenges.
• Monitor application performance and conduct regular maintenance to ensure optimal functionality.
• Document technical processes and create user guides to assist team members and clients.
• Train and mentor junior support staff on best practices in application support.
• Participate in on‑call support rotation as needed to address urgent issues.
• Stay updated on industry trends and emerging technologies to enhance support capabilities.

Required Skills & Experience

• Strong knowledge and experience in Application Production Support.
• Proficient in troubleshooting and resolving application‑related issues.
• Experience with monitoring tools and performance metrics.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.

Preferred Skills:

• Familiarity with field services applications and technologies.
• Experience in a customer‑facing technical support role.
• Knowledge of ITIL processes and best practices.
• Understanding of database management and SQL.
• Certifications related to application support or IT service management.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 1-3 years of experience in application production support or technical support roles.
• Proven track record of successfully resolving technical issues in a timely manner.
• Strong analytical and problem‑solving skills.

If you are a motivated individual with a passion for technology and a strong background in application production support, we encourage you to apply for this exciting opportunity to join our team.