Application Support Analyst

at  Universal Woods LLC

Purpose: The Application Support Analyst will be responsible for providing technical support for software applications used by the organization. This position requires a strong understanding of software applications, as well as analytical and problem-solving skills to ensure that the software is working efficiently and effectively. This position reports to the Information Technology Manager and interacts with all levels of the organization.

REQUIRED SKILLS & ABILITIES:

• Strong project management and coordination skills.
• Excellent written and verbal communication skills
• Excellent comprehension
• Ability to be in the office as appropriate
• Ability to read & write English proficiently

EDUCATION & EXPERIENCE:

• High School Diploma
• Business acumen
• Technology acumen
• Intermediate knowledge of diverse business and software platforms

PHYSICAL REQUIREMENTS & TRAVEL:

• Ability to sit for extended periods of time and work with a computer using hands and fingers to type
• Ability to stand for extended periods of time to deliver training sessions
• Ability to lift/move up to 15lbs for office equipment
• Primary work is located in an office environment with frequent trips to production floor and exposure to high levels of noise (PPE required)
• Travel 10-15% for visits to other office locations in USA or abroad as needed, and tradeshows etc.

• Provide technical support to end-users via phone, email, or in person (Kinetic, DocStar,QuckShip)
• Document and track issues and resolutions in a ticketing system
• Update/maintain SOPs, Contracts, Inventories within SDP
• Collaborate with IT Team to resolve complex issues
• Conduct training sessions for end-users to educate them on the proper use of software applications, Kinetic, Knowbe4/outlook, among others
• Work with Vendors for support in event of service outage
• Work to develop, maintain, and support IT and Business processes as it pertains to supported applications
• Maintain and support O365 and other software licensing
• Maintain and support hardware procurement processes and financial reports
• Design and maintain business reports in SDP
• Participate in ad-hoc or special projects as needed
• Other duties as assigned