IT Application Support Analyst I

Job Description

Salary:

Summary

The IT Application Support Analyst I provides first-line technical support and troubleshooting for internal and external customers. This role focuses on managing support tickets, documenting issues, escalating bugs, and assisting with IT system usability and functionality. They ensure excellent service levels while gaining exposure to enterprise applications and processes.

Essential Functions

Maintain and resolve IT Service Desk (ITSD) backlog tickets.

Respond to and reproduce service desk incidents via ticket, email, or phone.

Document issues and escalate enhancement requests to technical analysts.

Build and maintain positive working relationships with internal stakeholders.

Coordinate updates between development teams and end-users.

Support resolution of production issues with guidance from higher-tier analysts.

Participate in on-call rotations to support after-hours needs.

Regularly review ticket queues to ensure prioritization and validity.

Monitor and update submitters on long-standing lower-priority tickets.

Skills & Qualifications

Basic troubleshooting and diagnostic skills.

Proficiency in Microsoft Office (especially Excel).

Familiarity with Jira, Confluence, Helpdesk Portals, and VPN access tools.

Understanding of Young Living systems (BSI, VO, MyYL, YL Share).

Basic knowledge of payment processors (ProPay, WorldPay, Kount).

Understanding of YLs commission and ranking structures.

Strong communication and customer service skills.

Preferred Education and Experience

Associate degree in Information Technology, Business, or related field.

1+ year of experience in a customer support or IT helpdesk role.

Required Education and Experience

High school diploma or equivalent.

Combination of education and experience will be considered.

*Preference given to candidates in the state of Utah, but exceptional out-of-state applicants willing to relocate at their own expense may be considered.*

Supervisory Responsibility

This position does not supervise employees.

Work Environment

This job operates in a professional office environment. The role routinely uses standard office equipment such as a

laptop, desktop, smartphone, photocopiers, shredders, and filing cabinets. The noise level in the work environment is

usually moderate. Essential oils are worn and/or diffused in the work environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. While performing the duties of this job, the employee is required to use

manual dexterity to handle, feel, and operate objects, tools, and controls and reach with hands and arms. This

individual is frequently required to stand, talk, and hear. Specific vision abilities of this job include close vision and

ability to adjust focus. The employee is required to type, file, and lift office supplies up to 20 pounds.

The employee must be physically able to tolerate the scent of essential oils worn or diffused.

Position Type/Expected Hours of Work

This position requires the incumbent to be physically present at the assigned worksite. The regular schedule is from

8 a.m. to 5 p.m., with an hour lunch, Monday through Friday. Occasional evening and weekend work may be required

as job duties demand.

Full-time