Proactive Production Application Support

ACES (Autism Comprehensive Educational Services); San Diego (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

ACES (Autism Comprehensive Educational Services) in California's San Diego area seeks a dedicated Application Support Specialist to monitor production systems, triage incidents, and resolve issues. You will analyze root causes, create knowledge base content, and coordinate with developers, QA, and infrastructure to improve stability.

The role emphasizes proactive problem solving, clear communication, and timely updates to stakeholders while maintaining high service levels in a fast-paced

Qualifications

• Associate or bachelor’s degree or equivalent.
• 2+ years in application support, help desk, IT operations, or business systems support.
• Strong critical thinking, troubleshooting, and problem-solving skills.
• Ability to prioritise requests by urgency and business impact.
• Experience with enterprise apps (e.g., Dynamics 365) and ticketing platforms is a plus.

Responsibilities

• Monitor production applications, system alerts, integrations, and automated processes.
• Triage support tickets based on urgency, impact and service expectations.
• Troubleshoot and resolve routine to moderately complex application issues.
• Conduct root cause analysis and recommend solutions for recurring problems.
• Escalate complex issues with complete troubleshooting details and evidence.
• Maintain ownership of escalated issues until resolution.
• Create and maintain knowledgebase articles and troubleshooting guides.
• Communicate timely updates to users and stakeholders.
• Collaborate with analysts, developers, QA, and infrastructure teams.

Skills

Troubleshooting

Root cause analysis

Communication

Prioritization

Initiative

Education

Associate degree

Bachelor’s degree

Tools

Dynamics 365

Service Desk Plus

Zendesk

Job description

ACES (Autism Comprehensive Educational Services) in California's San Diego area seeks a dedicated Application Support Specialist to monitor production systems, triage incidents, and resolve issues. You will analyze root causes, create knowledge base content, and coordinate with developers, QA, and infrastructure to improve stability.

The role emphasizes proactive problem solving, clear communication, and timely updates to stakeholders while maintaining high service levels in a fast-paced