Support Analyst Tier 1

We are seeking a detail-oriented Tier 1 Application Support Analyst to support a leading company in the live entertainment industry. This individual will provide front-line support for an internal business application used by concert teams, troubleshoot application issues, manage user access, and ensure timely resolution of support requests.

Key Responsibilities

• Manage and resolve Tier 1 application support tickets using Zendesk.
• Troubleshoot application login, access, navigation, and functionality issues.
• Process user provisioning, deactivation, role changes, and permission requests.
• Escalate complex technical issues to Tier 2 support with detailed documentation.
• Document application defects in Jira, including troubleshooting steps and screenshots.
• Assist with user access reviews and compliance procedures.
• Support application testing, release validation, and system updates.
• Create and maintain knowledge base articles and troubleshooting guides.
• Provide professional and responsive support to internal business users.

Required Qualifications

• 2+ years of experience in application support, help desk, or service desk environments.
• Experience using ticketing systems; Zendesk preferred.
• Hands-on experience with user administration, access management, and permissions.
• Salesforce user administration experience strongly preferred.
• Working knowledge of Jira for issue tracking and escalation.
• Strong Excel, troubleshooting, and documentation skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting enterprise business applications.
• Familiarity with Okta, Active Directory, or single sign-on (SSO).
• Experience in live entertainment, concerts, ticketing, or event management.

Why Consider This Opportunity?

• 100% remote work
• Opportunity to support business-critical applications in the live entertainment industry.
• Collaborative team environment.
• Potential for permanent employment after the initial 6-month contract.