Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
Summary:
The Client Application Support Analyst is an integral part of both the product development and service teams. Client Application Support Analysts are responsible for assisting Tier I personnel solve basic client technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. This position is responsible for raising client issues that cannot be resolved to the Tier III technical support group and following through to resolution.
Responsibilities:
Responsibilities include, but are not limited to:
Liaise with clients to investigate and resolve problems associated with a client-facing web application.
Liaise with client IT personnel to troubleshoot issues with network interactions, desktop configurations, and issues of unknown origin
Analyze client problems for either application or hardware cause and coordinate a resolution for the client
Immediate response to client requests for technical assistance through telephone, ticket assignment, or email
Resolve client usability issues on a timely basis
Maintain work records for all incidents through the tracking system
Escalate and coordinate incidents to Tier III when required
Additional Responsibilities
Provide training to Tier I as necessary
Research client questions and issues
Create client-facing training materials, help documentation and process mapping as necessary to support product development, IT and service teams
Adhere to standard Service Desk procedures
Perform other duties as assigned including but not limited to user acceptance testing and participation in system discovery sessions
Conduct software compatibility tests with programs, hardware, operating systems, or network environments.
Monitor client issue resolution efforts and track successes.
Install and configure recreations of client software environments to allow testing of software performance to replicate client environment and experience.
Provide feedback and recommendations to Venue Product Development on software usability and functionality from a client-based perspective.
Collaborate with Venue Product Development to evaluate or diagnose problems and recommend possible solutions.
Maintain a record of resolutions within the knowledge base
Utilization of remote control tools used to take over the client's machine for the sole purpose of troubleshooting and finding a solution to the problem
Qualifications:
Requires knowledge of the following programs:
Windows Operating Systems
Macintosh Operating System
Internet Browsers: Explorer, Mozilla, Google Chrome, Safari
Adobe Acrobat and Reader versions 9, X, and DC (for both PC and Mac)
Microsoft Office versions 2007 and 2010
Knowledge of LAN/WAN configurations and topologies
Additional knowledge of the following programs is not required, but would be beneficial:
Microsoft Office SharePoint 2010
SQL Servers
Active Directory Federation Services
Java programming
Active X controls
Multi-lingual capabilities
It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to
At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via (this email is for general TA questions and is not used for updates on your application status). #BI-Remote
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 91081931
- Position Id: e8eaa167b2864632b6dc2295b4a64051
- Posted 30+ days ago
Never miss an opportunity! Create an alert based on the job you applied for.
