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Clark Construction Group · 2 months ago

Application Support Analyst

McLean, VA

Full-time

Onsite

Entry Level

1+ years exp

Clark Construction Group is seeking a responsive, customer-focused Application Support Analyst to provide primary technical support for their enterprise business applications. This role involves delivering Tier 1 application support, troubleshooting user issues, and maintaining productivity by ensuring effective resolutions and documentation of incidents.

ConstructionSmart Building

H1B Sponsor Likely

Responsibilities

Provide Tier 1 technical support for internal employees across the business via ticketing system, email, and phone, focusing on issues related to core enterprise applications

Log, categorize, and prioritize all incoming incidents and service requests using the IT Service Management (ITSM) platform, ensuring accurate documentation from initial contact to resolution

Diagnose and resolve common technical problems related to application functionality, user accounts, basic system access, and password management

Perform initial triage and troubleshooting to identify the root cause of issues, resolving as many tickets as possible without escalating

Demonstrate strong customer service skills by being responsive, empathetic, and professional in all interactions, clearly communicating technical information to non-technical users

Accurately route and escalate complex, unresolved incidents to specialized application administrators or IT leadership with complete and detailed documentation to ensure seamless handover

Eagerly learn the architecture and functionality of new and existing enterprise applications to expand troubleshooting capabilities quickly

Contribute to the IT knowledge base by creating and updating support articles, troubleshooting guides, and end-user documentation

Monitor daily operational systems and dashboards, proactively identifying and reporting any potential service interruptions

Qualification

IT Help Desk experienceIT ticketing system proficiencyEnterprise application supportCustomer service skillsCommunication skillsOrganizational skillsSaaS platform experienceConstruction industry knowledgeSelf-motivatedTeam player

Required

1-2+ years of experience working in a dedicated IT Help Desk, Service Desk, or Technical Support role

Foundational understanding of enterprise application concepts (e.g., user account provisioning, access management, SSO/MFA, data entry troubleshooting)

Proven record of delivering strong customer service in a fast-paced technical environment

Excellent verbal and written communication skills with a focus on clear, friendly, and professional communication

Demonstrated ability to learn new applications and systems quickly and independently

Proficiency with an IT ticketing system (e.g., ServiceNow, JIRA Service Desk, Zendesk)

Strong organizational skills with the ability to manage and prioritize a high volume of support requests

Alignment to Clark Standards of Excellence: Self-Motivated, Results Oriented, Adaptable, Team Player, Accountable, Ethical, Innovative, Resilient, Builds Relationships, Builds People / Teams & Followership, Sets Direction & Executes

Ability to lift and move objects up to 10 pounds regularly, and up to 25 pounds on occasion

Flexibility to work extended hours, especially during critical project phases or client deadlines

Ability to monitor and respond to communications (phone calls, emails, text messages) as required

Preferred

Bachelor's degree in Information Technology, or related field

Direct experience supporting one or more major SaaS or enterprise platforms (e.g., Coupa, SAP, Salesforce, Workday, Google Workspace, Box)

Experience supporting applications specific to the construction or engineering industries a plus

Company

Clark Construction Group

Glassdoor3.8

Clark Construction Group is builder service with latest ideas that satisfies the customers, with quality.

Founded in 1906

Bethesda, Maryland, USA

1001-5000 employees

https://www.clarkconstruction.com

H1B Sponsorship

Clark Construction Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (9)

2024 (7)

2023 (6)

2022 (5)

2021 (8)

2020 (5)