Job Information
Crane 1 Services, Inc. IT Application Support Specialist in West Chester, Ohio
IT Application Support Specialist
Summary
The IT Application Support Specialist is responsible for supporting, maintaining, and enhancing business applications used across the organization. This role focuses on Tier 1 and Tier 2 application support, including incident response and resolution, user administration, security role management, and light application configuration or customization. The position also provides backup support to IT Infrastructure Support Specialists as needed.
The ideal candidate has strong experience supporting Sage 300 2023, a solid understanding of business application workflows, and a service-oriented approach to problem solving.
Salary: 80k-100k / yr
Key Responsibilities
Application Support & Incident Management
Respond to, investigate, and resolve Tier 1 and Tier 2 incidents related to business applications.
Diagnose application issues, identify root causes, and implement timely resolutions or workarounds.
Escalate complex issues to vendors or internal technical teams when appropriate and track issues through resolution.
Document incidents, resolutions, and known issues in the IT service management system.
User Administration & Security
Create, modify, and deactivate user accounts across supported business applications.
Configure and maintain security roles, permissions, and access controls in alignment with business and compliance requirements.
Support onboarding and offboarding processes related to application access.
Application Configuration & Minor Development
Perform minor development, configuration, and customization using each application’s native tools and configuration frameworks.
Assist with application enhancements, configuration changes, and upgrades.
Support testing and validation of application changes prior to deployment.
Supported Applications
Primary support for Sage 300 2023 on prem (required).
Support for Sage CRM (preferred/plus).
Additional support for InspectAll and FileMaker applications.
Maintain functional knowledge of supported systems and related business processes.
Infrastructure Support (Backup Coverage)
Provide backup support for IT Infrastructure Support Specialists on an as-needed basis.
Assist with basic workstation, network, or hardware-related issues when required.
Collaborate closely with infrastructure and security teams to ensure seamless IT operations.
Documentation & Collaboration
Maintain accurate system documentation, procedures, and user guides.
Collaborate with business stakeholders to understand application requirements and usage.
Participate in continuous improvement initiatives to enhance application reliability and user experience.
Required Qualifications
3 to 5 years of experience supporting Sage 300 in a production environment.
Experience providing Tier 1 and Tier 2 application support.
Strong understanding of user administration, role-based security, and access controls.
Experience with application configuration and customization using native tools (no heavy coding required).
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication skills with the ability to work effectively with both technical and non-technical users.
Preferred Qualifications
Experience supporting Sage CRM.
Experience with InspectAll and/or FileMaker.
Familiarity with IT service management processes (incident, problem, and change management).
Experience working in a multi-application business environment.
Soft Skills & Competencies
Customer-focused mindset with a commitment to service excellence.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational and documentation skills.
Team-oriented with the ability to work independently when needed.