Position Summary

The IT Application Support Analyst is responsible for providing technical assistance, troubleshooting, and maintenance of enterprise applications used within the organization. This role ensures system stability, supports end-users, and collaborates with IT teams to enhance application functionality. The ideal candidate will have experience in IT support, application troubleshooting, and a strong understanding of business processes.

Responsibilities

The below reflects the essential functions considered necessary for this role and shall not be construed as a detailed description of all work requirements inherent in the job or assigned by supervisory personnel. This job description is used as a guide only and not inclusive of all responsibilities and job duties.

1. Provide first and second-level support for enterprise applications, diagnosing and resolving technical issues efficiently.
2. Monitor and maintain application performance, ensuring uptime and reliability.
3. Work closely with vendors, IT teams, and end-users to troubleshoot software-related issues.
4. Assist in software installations, upgrades, patches, and configurations.
5. Manage user accounts, permissions, and access within applications.
6. Develop and maintain documentation, including troubleshooting guides and knowledge base articles.
7. Collaborate with business units to understand requirements and provide application solutions.
8. Support integrations between applications and ensure data integrity.
9. Identify recurring issues and recommend long-term solutions or process improvements.
10. Conduct training sessions and create user guides to enhance application knowledge among team members.
11. Conduct quarterly user access attestations.
12. Coordinate with the development team and product team on bugs and other application issues.
13. Duties as assigned.
14. Compliance with Centria’s Code of Conduct, policies and procedures, and Federal and State laws.
15. Responsibility to report violations of Company policies or the Code of Conduct.

Required Qualifications, Skills, and Knowledge

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 2+ years of experience in IT support, application support, or helpdesk roles.
• Working knowledge of laptop/desktop PC
• Proficiency in Microsoft Suite (Word, Excel)
• Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
• Proficiency with enterprise applications such as EHR/EMR systems, Google Suite, Central Reach Institute, Salesforce, Kronos UKG, or other industry-specific software.
• Strong troubleshooting skills and ability to analyze complex technical issues.
• Experience with ticketing systems and IT service management processes.
• Familiarity with SQL databases, reporting tools, and scripting for automation is a plus.
• Strong communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Knowledge of IT security best practices and compliance requirements.
• Experience with Microsoft Intune, Azure AD, or cloud-based application management preferred.
• ITIL certification or understanding of IT service management frameworks preferred.
• Experience in a healthcare, education, or nonprofit organization preferred.

An initial assessment of competency will be completed during the interview period and evaluated on an ongoing basis.  

• Ability to follow written instructions
• Ability to use computers and computer/software programs
• Ability to communicate expressively and receptively

Working Conditions

• Centria's office hours are Monday through Friday from 8:30 AM – 6:00 PM. Hybrid or onsite work with occasional after-hours support as needed.
• Fast-paced environment requiring adaptability and problem-solving skills.

Physical Requirements

While performing the duties of this job, physical requirements such as bending, reaching, and lifting of up to 50 pounds may be required. This role will require sitting a majority of the day as well as walking as standing when needed. This role will require close visual activity on multiple computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.  Centria reserves the right to amend this job description at any time, with or without written notice.