IT Application Support Analyst Incident & User Enablement

POET; Sioux Falls (SD); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health insurance

401K with company match

Paid time off

Tuition reimbursement

Relocation assistance

Job summary

POET seeks an IT Application Support Analyst to provide day-to-day operational support for enterprise and departmental business applications in Sioux Falls, SD. You will triage, troubleshoot, and resolve incidents, coordinate with IT leads and vendors, and drive incidents to restoration while building helpful runbooks and user guides.

The role emphasizes incident ownership, knowledge sharing, and ongoing support readiness with a focus on improving user experience and stability across supported

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• Basic understanding of IT service management (ITSM) and ITIL practices, including incident, service request, problem, change, and knowledge management.
• General understanding of enterprise application technologies, including client/server and web-based applications, integrations, and related technologies.
• Strong analytical, critical-thinking, and troubleshooting skills with the ability to effectively triage, prioritize, investigate, and resolve or elevate application issues.
• Strong aptitude for learning business processes and developing functional and technical knowledge across multiple business applications.
• Demonstrates ownership and accountability for issues from initial intake through resolution or appropriate escalation.
• Customer-focused mindset with the ability to understand business needs, build trust, and provide responsive and professional application support.
• Strong written, verbal, and interpersonal communication skills with the ability to work effectively with both technical and non-technical audiences.
• Highly organized, detail-oriented, adaptable, and able to manage multiple priorities while working independently and collaboratively in a team environment.
• Represents POET positively within the organization and community.

Responsibilities

• Triage, categorize, prioritize, and manage application incidents and service requests based on business impact, urgency, and established service expectations.
• Investigate, troubleshoot, and resolve application issues involving system functionality, errors, data discrepancies, user access, configuration, and other support needs.
• Perform technical and functional analysis to identify potential causes, workarounds, and resolutions, escalating complex issues to IT technical leads, vendors, or other appropriate resources when needed.
• Serve as the incident owner during critical incidents, coordinating response activities, engaging appropriate resources, managing communications and escalations, and driving the incident through service restoration and resolution.
• Manage assigned incidents and requests through resolution, coordinating with appropriate resources and keeping users and stakeholders informed of progress and outcomes.
• Identify recurring issues and trends and contribute to root-cause analysis, problem management, and corrective actions that improve application stability and reduce support demand.
• Create and maintain support documentation, troubleshooting procedures, knowledge articles, operational runbooks, and user documentation while identifying opportunities for self-service and automation.
• Support application upgrades, enhancements, configuration changes, testing, go-live activities, and the transition of new or changed applications into ongoing support.
• Provide application assistance and training to users and build knowledge across supported applications through ongoing learning and cross-training.
• Partner with IT technical leads, IT Business Office, vendors, and business users to resolve issues, identify application support needs, and improve the overall user experience.
• Follow established incident, service request, problem, change, and knowledge management practices and provide off-hours support for critical application incidents as required.

Skills

ITSM familiarity

ITIL practices

Enterprise apps

Analytical thinking

Problem solving

Communication

Education

High school diploma

Associate/Bachelor in IT or related

Tools

ITSM software

Web-based apps

Job description

POET seeks an IT Application Support Analyst to provide day-to-day operational support for enterprise and departmental business applications in Sioux Falls, SD. You will triage, troubleshoot, and resolve incidents, coordinate with IT leads and vendors, and drive incidents to restoration while building helpful runbooks and user guides.

The role emphasizes incident ownership, knowledge sharing, and ongoing support readiness with a focus on improving user experience and stability across supported