Why Work for Menards?
- Profit Sharing & 401K, Paid Vacation & Holidays
- Team Member Discount
- Highly collaborative work environment
- Pay based on experience
POSITION SUMMARY:
The Application Support Analyst I is responsible for providing timely, high-quality support to end users by diagnosing, documenting, and resolving application and system issues. This role serves as a key point of contact for application-related incidents, ensuring issues are resolved within established Service Level Agreements (SLAs) and escalated appropriately when needed. The position requires strong problem-solving skills, effective communication, and the ability to leverage diagnostic and ticketing tools to drive resolution.
PRIMARY RESPONSIBILITIES:
* Assist in Menard Application Support
- Provide first-level application support by responding to incidents submitted via phone, email, and ticketing systems in a professional and timely manner.
- Accurately document all incidents, including user details, issue descriptions, troubleshooting steps, and resolutions.
- Prioritize, track, and manage support tickets through to final resolution, ensuring adherence to SLA requirements.
- Escalate complex or unresolved issues to appropriate team members while maintaining ownership and follow-up.
- Use diagnostic tools, logs, and knowledge resources to identify root causes and resolve issues effectively.
- Test solutions and fixes to confirm successful resolution prior to closing tickets.
- Perform post-resolution follow-ups to ensure user satisfaction and issue prevention.
- Identify recurring issues and recommend minor or significant system configuration changes based on ticket trends.
- Access and apply software updates, patches, drivers, and knowledge base resources as needed.
- Learn and support the organization’s approved software, hardware, and systems.
- Participate in limited low-level coding or scripting tasks required to support applications.
- Reinforce SLAs and manage end-user expectations through clear communication.
- Develop and maintain help sheets, FAQs, usage guides, and knowledge base articles for end users.
- Identify training opportunities and assist in the development of end-user education programs to improve self-sufficiency and application usage.
* Strategy & Planning
- Review documented resolutions and analyze incident trends to proactively reduce future issues.
- Communicate emerging trends, risks, or recurring problems to management with actionable recommendations.
POSITION REQUIREMENTS:
- Associate or Bachelor’s degree in Computer Science, Information Systems, MIS, or a related field, or equivalent relevant work experience.
- Strong customer-service mindset with a focus on end-user satisfaction
- Excellent analytical, troubleshooting, and problem-solving abilities
- Ability to prioritize and manage multiple tasks in a fast-paced, high-pressure environment
- Strong written, verbal, and interpersonal communication skills
- Self-motivated, detail-oriented, and able to work independently
- Team-oriented with the ability to collaborate effectively across technical and business teams
- Familiarity with Application Development Languages such as Java, C++, .NET
- Must work within designated normal office hours assigned or required by work
- May be required to work overtime, including weekends and holiday