Role: Level 1 Application Support Analyst
Location: Houston, TX 77002 - 100% Onsite
Duration: Long-term Contract
Work Authorization: , , or Authorized to Work in the US
Job Description:
We are seeking a detail-oriented and professional Level 1 Application Support Analyst to join our team. This role is responsible for providing first-line support for custom IT Business applications, handling requests from both internal and external customers. The analyst will triage incoming support requests, accurately log issues, and determine the appropriate course of action whether filing an enhancement request or creating a bug work item. This position requires strong communication skills, technical aptitude, and close collaboration with Level 2/Level 3 development teams located offshore.
Key Responsibilities
- Serve as the initial point of contact for support requests via phone, email, or ticketing system.
- Accurately log and categorize all incoming requests in the support system.
- Perform initial triage to determine severity, priority, and type of issue (bug, enhancement, or general inquiry).
- Escalate complex issues to Level 2/Level 3 teams and provide all necessary details for resolution.
- Communicate professionally and promptly with customers to acknowledge receipt of requests and provide status updates.
- Collaborate with offshore development teams to ensure timely resolution of issues.
- Maintain detailed documentation of support activities, resolutions, and follow-ups.
- Identify recurring issues and recommend process improvements or knowledge base updates.
- Ensure compliance with established SLAs and support procedures.
Qualifications
- Associate or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- 1-3 years of experience in application support or help desk environment.
- Strong verbal and written communication skills with a professional demeanor.
- Technical aptitude and ability to learn application functionality quickly.
- Proficiency in using ticketing systems and support tools.
- Excellent attention to detail and organizational skills.
- Ability to work independently and collaborate effectively with remote teams.
Preferred Skills
- Familiarity with software development lifecycle (SDLC) and issue tracking tools (e.g., Azure DevOps, JIRA).
- Familiarity with SQL DB and SQL query.
- Experience supporting web-based applications.
- Knowledge of basic troubleshooting techniques for application and user issues.
- Exposure to Agile/Scrum methodologies.
- Experience in Oil and Gas industry applications is a plus.
Our benefits package includes:
- Comprehensive medical benefits
- Competitive pay
- 401(k) retirement plan
- and much more!
About INSPYR Solutions
Technology is our focus and quality is our commitment. As a leading expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients business objectives and cultural needs. Our tailored offerings include a wide variety of professional services, project solutions, managed services, and talent resources, all bolstered by our strategic partnerships with cutting-edge technology services. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at ;/p>
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions Privacy Policy and INSPYR Solutions AI and Automated Employment Decision Tool Policy: . By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.
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