Mittera · 1 day ago
Application Support Analyst
United States
Full-time
Remote
Entry Level
1+ years expMittera is seeking an Application Support Analyst to provide first line and mid-tier support for their Technology Services help desk. This role involves triaging support tickets, performing issue remediation, and delivering reporting while ensuring smooth application workflows.
Marketing & Advertising
Responsibilities
Serve as the first point of contact for support tickets across multiple help desk systems
Perform triage, gather details, classify issues, and resolve small or well-defined defects
Identify recurring issues and patterns, recommending and implementing corrective actions where appropriate
Take ownership of issue resolution, resolving problems independently whenever possible before escalating to development
Escalate complex issues to developers with clear documentation and reproduction steps
Handle system notifications/alerts and route appropriately
Perform storefront product and site updates including pricing, content, catalogs, and configuration changes
Validate updates through testing and ensure accurate deployment
Assist with release checklists, environment checks, and smoke testing
Manage scheduled and ad hoc SQL based reports and validate data accuracy
Support internal teams by providing consistent reporting outputs and assisting in data audits
Perform repetitive operational tasks with attention to detail and accuracy
Maintain clear ticket notes and contribute to internal knowledge bases and SOPs
Help improve triage workflows, documentation, and onboarding materials
Participate in continuous improvement initiatives across both help desks
Performs additional responsibilities as required to meet organizational objectives
Qualification
Required
SQL proficiency: Ability to write basic to intermediate SELECT queries, joins, filtering, grouping, and troubleshoot report errors
ASP.NET fundamentals: Understanding of C#/ASP.NET web applications, basic debugging, config files, logs, and IIS basics
Help desk or IT support experience (1–3 years) in a ticketing/ITSM system
Knowledge of REST APIs, JSON, and general web application concepts
Understanding of Windows Server basics, networking fundamentals, and HTTP error codes
Leveraging AI: Be able to leverage AI assisted tools to enhance triage efficiency, generate draft responses, summarize issue history, or identify patterns to accelerate problem resolution
Strong desire for a career path in technical support
Enjoys programming and problem solving but does not seek a full-time engineering role
Works with an innate sense of urgency to solve user problems and can identify critical needs for escalation
Can-do attitude and customer focused communicator who can translate technical language into user friendly terms
Strong organizational skills with the ability to manage multiple open issues
Self-starter with curiosity and a desire to learn new systems
Regular and reliable attendance is an essential function of this position
Must have the availability and ability to work in a fully remote environment, using digital communication and ticketing tools for collaboration
Requires regular interaction with the Help Desk Manager, developers, storefront support staff, and internal and external customers
Working hours may vary based on operational and business needs and may include overtime
Some travel may be required
Associate or bachelor's degree in a technical field, or equivalent experience
Preferred
Familiarity with scripting (PowerShell, batch) is a plus
ITIL Foundation, HDI, CompTIA A+, or Microsoft fundamentals certifications are a plus
Company
Mittera
We help companies grow their business, drive brand awareness and achieve their marketing goals.
1001-5000 employees
H1B Sponsorship
Mittera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Hilary Warner
Chief Operating Officer
Thomas L. Slaughter
Chief Legal Officer
Company data provided by crunchbase