Tier 1 Application Support Specialist
3 days ago
Philadelphia
Job DescriptionSalary: $50,000 - $58,000 per year Join Our Team at Duncan Solutions, LLC Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more. WORK LOCATION This is an Onsite position located at 701 Market Street Suite 5300, Jefferson Center Philadelphia, Pennsylvania, 19106. Please note: Duncan Solutions, LLC, does not provide visa sponsorship now or in the future. Candidates must be legally authorized to work in the United States without current or future sponsorship requirements. PAY TRANSPARANCY This role will offer $$50,000 - $58,000 annually,depending on experience, skills. Employees may also be eligible for performance-based incentives and additional benefits as part of our total rewards package. POSITION SUMMARY We are looking for a motivated and customer-focused Application Support Specialist to join our team in Philadelphia. This role is crucial for ensuring our end-users have a seamless experience with our technology, including our suite of custom-built applications. As the first point of contact, you will provide essential front-line technical support, troubleshoot issues, and collaborate closely with various teams to drive solutions. This is a full-time, onsite position requiring daily presence in our Philadelphia office. What You'll Do • Provide timely and effective Tier 1/Tier 2 technical support to end-users for our custom applications via multiple channels (ticketing system, email, phone, in-person)., • Diagnose, troubleshoot, and resolve application-related issues reported by users, ensuring clear and empathetic communication throughout the process., • Accurately document user issues, troubleshooting steps, and resolutions within our ticketing system and knowledge base., • Escalate complex technical issues to development teams or other senior support staff, providing detailed information for efficient resolution., • Collaborate effectively with colleagues, developers, QA testers, and project managers to identify root causes and implement solutions., • Assist in creating and maintaining user documentation, FAQs, and training materials for custom applications., • Identify trends in user-reported issues to proactively suggest application improvements or training opportunities., • Participate in testing new application features or updates before release., • Maintain a high level of professionalism and customer service in all interactions., • Other duties as assigned. What You'll Need to Succed Some College/Associates • Additional experience above the required minimum may be substituted for education requirements Must Have • At least 1-year of experience in a technical support, help desk, or application support role, directly assisting end-users., • Demonstrated ability to troubleshoot and support custom or proprietary software applications., • Exceptional communication skills (both written and verbal) with the ability to explain technical concepts clearly to non-technical users., • Strong interpersonal skills with a patient, customer-centric approach., • Excellent problem-solving and analytical abilities., • Proven ability to collaborate effectively within a team environment and across departments., • Self-driven and proactive, with the ability to manage time effectively and prioritize tasks in a fast-paced environment., • Must be able to work onsite daily at our Philadelphia office. Desired • Voice and data communication cabling and equipment., • Remote Desktop Client and Remote Assistance technologies, • Software application support PHYSICAL DEMANDS/WORKING CONDITIONS • Mobility: Frequently required to move about, traverse, or walk between different buildings, floors, or work areas to reach end-user locations., • Stamina: Must be able to stand and walk for extended periods while providing on-site support or moving between locations., • Carrying Equipment: May be required to lift, carry, or transport IT equipment (e.g., laptops, peripherals, tools) weighing up to [e.g., 25-50] pounds between locations., • Pace: Ability to move efficiently between user locations to respond to support requests in a timely manner., • Environmental Conditions: May be exposed to various weather conditions while walking between buildings or different sites. WHAT WE OFFER Duncan Solutions, LLC,offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following which include: Medical, Dental, & Vision Insurance • Medical, Dental, & Vision Insurance, • Healthcare & Dependent Flexible Spending Accounts (FSA), • Health Savings Account (HSA) with Employer Contribution, • Company Paid Life and AD&D Insurance, • Company Paid Short- & Long-Term Disability, • Employee Assistance Program (EAP), • Business Travel Accident Insurance, • Corporate Travel Discounts, • Bonus & Incentive Compensation Programs, • 401(k) with Employer Match (Traditional/Roth/Safe Harbor), • Corporate Travel Discounts, • Bonus & Incentive Compensation Programs, • 401(k) with Employer Match (Traditional/Roth/Safe Harbor) Paid Time Off • 9 Company Holidays, • PTO Accrual, • Sick Time Accrual, • Parental Leave, • Jury Duty, • Bereavement Other Voluntary Benefits • Life and AD&D Insurance for Employees/Spouse/Child(ren), • Critical Illness, • Accident Insurance, • Identity Theft Insurance, • Pre-paid Legal Insurance Duncan Solutions, LLC is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic. Please visit our website to learn more about us To view all of our current job opportunities, please visit