IT Application Support Administrator I

About the Role
The IT Application Support Administrator I is responsible for implementing, configuring, maintaining, and supporting IT applications and systems. This role provides day-to-day technical assistance to end users, ensuring the reliable operation of IT applications and systems while minimizing disruptions to business activities. Serving as a key point of contact for application-related support, the position helps maintain smooth IT operations and facilitates the timely resolution of incidents and service requests.

Key Responsibilities

• Acts as the first point of contact for IT application administration, support, and operational requests.
• Supports installation, configuration, maintenance, monitoring, and reliable operation of IT applications and computer systems across the organization.
• Manages day-to-day application support activities, responds to operational requests, troubleshoots technical issues, and provides assistance to different user groups.
• Handles incoming calls, emails, messages, and helpdesk requests in accordance with agreed Service Level Agreements (SLAs) and established IT processes.
• Investigates, troubleshoots, and resolves incidents to restore services as quickly as possible, preferably at the First Point of Contact (FPOC).
• Monitors, tracks, updates, and escalates active tickets when issues cannot be resolved within the required support level or timeframe.
• Provides support for desktop applications, workstations, and internal IT systems to ensure issues are addressed efficiently with minimal disruption.
• Proactively identifies recurring problems, investigates root causes, and contributes to preventive measures against similar incidents in the future.
• Researches and identifies appropriate solutions to application and software-related issues, and communicates effectively with end users to understand the nature of technical problems.
• Guides users through troubleshooting steps by phone, email, chat, or in person, and assists employees with setting up IT applications and resolving technical issues.
• Escalates unresolved issues to appropriate internal teams such as software development, infrastructure, or specialized IT teams.
• Prioritizes and manages multiple open incidents and requests simultaneously, maintaining appropriate communication and follow-up with affected users.
• Installs, configures, monitors, and maintains IT applications and computer systems across the organization, supporting the rollout and implementation of new systems and internal applications.
• Assists with patches and anti-virus deployment and management.
• Records and maintains all IT requests, incidents, and relevant support activities within the designated ticketing system.
• Creates and maintains application documentation, process workflows, technical notes, and user or support manuals, ensuring updates are made when systems, processes, or configurations change.
• Contributes technical documentation and relevant specifications to support planning, implementation, enhancement, or upgrading of IT applications and systems.
• Works closely with other IT team members to ensure that technical knowledge is documented and accessible for effective service delivery.

Governance and Resilience

• Follows all relevant company and IT policies, procedures, processes, work instructions, and service standards to carry out daily activities in a controlled and effective manner.
• Contributes to identifying opportunities for continuous improvement across IT support processes and practices to enhance service quality, efficiency, user experience, and operational effectiveness.
• Promotes and demonstrates company values while maintaining a high-performance working environment.

Main Contacts

• Internal stakeholders across the organization, including employees, IT Operations, Technology teams, software and application teams, and other relevant departments.
• External partners, vendors, and service providers may also be involved to support the resolution of IT application and system-related issues.

Qualifications and Requirements

• 1 to 2 years of relevant experience in IT application support, IT helpdesk, system administration, technical support, or a related field.
• Strong understanding of IT troubleshooting and problem-solving, able to investigate issues and identify appropriate solutions.
• Ability to make practical decisions when implementing workarounds to restore services.
• Effective under pressure with the ability to manage multiple requests simultaneously while prioritizing tasks based on business impact and urgency.
• Strong communication and customer service skills to interact with end users and internal stakeholders.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or another relevant technical field is required.

Competencies

• Strong problem-solving, communication, customer service, collaboration, time management, adaptability, and prioritization skills.
• Proactive approach to troubleshooting, a willingness to learn, attention to detail, and effectiveness in a fast-paced technology environment.
• Technical knowledge including IT application support, troubleshooting, incident management, ticketing systems, application installation and configuration, workstation support, software maintenance, patching, anti-virus management, and basic IT systems administration.