Application Support Analyst

Application Support Analyst

The Application Support Analyst is responsible for providing timely and effective technical support for all applications within Horry County Government. This role involves troubleshooting issues, resolving user problems, report design, and ensuring the smooth operation of applications within the organization. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and a passion for providing exceptional customer service.

Duties for this Position

• Ensure a very high level of customer service is delivered to both internal and external system users.
• Provide first-line technical support to end-users for a range of applications.
• Troubleshoot and resolve application-related issues, including:
• Software installation and configuration problems
• Data entry and retrieval errors
• User access and permission issues
• System performance and stability problems
• Test and install software upgrades, updates, and system enhancements.
• Document and track all support requests and resolutions in a ticketing system.
• Proactively identify and resolve potential application issues before they impact users.
• Provide end-user training and support on application usage and best practices.
• Communicate effectively with end-users, management, and vendors.
• Create and maintain comprehensive user documentation and knowledge base articles.
• Work closely with other IT teams to ensure seamless application performance and issue resolution.
• Assist and work in coordination with the Project Manager.

Position Minimum Requirements

• Horry County policies, standard operating procedures, and guidelines.
• Horry County Information Technology policies, standard operating procedures, and guidelines.
• Experience with ticketing systems.
• Strong understanding of software applications and their underlying technologies.
• Proficient in troubleshooting and problem-solving techniques.
• Familiarity with database concepts.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Exceptional customer service and interpersonal skills.
• Proactive, self-motivated, and a strong team player.

Additional Information

• BA/BS in Information Systems or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Preference will be given to applicants with one or more of the following credentials:
• Work experience in a comparable position
• SQL and/or SSRS report experience
• Must be able to pass required pre-employment physical and background check
• Must be willing to occasionally work after hours, including nights and weekends.

Benefits

• Retirement:
• Participate in the South Carolina State Retirement System with strong employer contributions (SCRS or PORS).
• Take advantage of optional retirement saving through tax-favored 401(k)/457 accounts to further secure your future.
• Health & Insurance:
• Employer-funded health and dental insurance, plus employer-funded Long-Term Disability (LTD) and Basic Life Insurance coverage.
• Vision coverage and additional insurance options available for employees and dependents.
• Wellness:
• Prioritize your well-being with total access to our Wellness Center, free gym, wellness incentives, and employee-family counseling via EAP.
• Paid Leave & Holidays:
• Benefit from generous paid leave accruals that grow over time, plus 13 paid holidays.