It Application Support Specialist

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Open to W2 candidates We are seeking an IT Application Support Specialist for a key client of ours in a long-term position. This position is 100% remote. In this role you will triage single user issues to gather data, replicate the experience and document findings for further troubleshooting.
Responsibilities :
Troubleshooting and provide solutions for technical questions and issues or routes to appropriate escalation group Maintain an understanding of the functional aspects of the application(s) from a business and user perspective including: purpose, capabilities, limitations and use within the business Perform UAT and QA functions for new software releases as time permits Effectively use all support tools available and demonstrates knowledge of available resources Participate in operations calls, reporting current trends/issues to drive continuous improvement of process and user experience Update ticketing system with accurate information in a timely manner to maintain or improve upon SLAs Create and maintains technical documentation that can be used by service desk to resolve user escalations upon first contact or used by end users directly Identify opportunities to shift the resolution of user issues to the closest level of first contact Rotation shifts for on-call and weekend support required Ability to work flexible hours/schedules during times of increased business activity Onboarding of new processes, procedures, related to new applications and services by partnering with project/product leadership to ensure repeatable predictable outcomes for Operations support team members Provide time critical updates to IT, business, and vendor contacts during and after major incident response