Software Support Analyst

Job Description: Support Analyst

Overview;

Support Analyst provides front-line support for the company’s core business applications, including Aptean Ross ERP, Rizepoint, Loftware, and other enterprise systems. This position serves as a primary point of contact for application-related issues, assists users with troubleshooting and system access, and escalates more complex issues to internal technical resources or software vendors.

This is an entry-level position designed for an individual with strong technical aptitude, problem-solving skills, and an interest in developing expertise in enterprise business applications.

Key Responsibilities

• Provide front-line support and troubleshooting for Aptean Ross ERP, Rizepoint, Loftware, and other core business applications.
• Respond to user support requests, diagnose application issues, and provide timely resolution or escalation.
• Assist with user accounts, application access, permissions, and basic system configuration.
• Document incidents, resolutions, procedures, and common troubleshooting steps.
• Coordinate with internal IT resources and software vendors to resolve more complex application issues.
• Assist with application upgrades, testing, configuration changes, and new system implementations.
• Develop an understanding of business processes and how company applications support operational needs.
• Identify recurring issues and opportunities to improve system usage, documentation, training, and business processes.
• Assist with reporting, analytics, and other technology initiatives as needed.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Information Systems, Business Information Systems, or related field preferred.
• 0–2 years of IT support, application support, help desk, or related experience preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong communication and customer-service skills with the ability to work effectively with technical and non-technical users.
• Ability and willingness to learn new applications, technologies, and business processes.
• Experience with ERP, manufacturing, quality, labeling, SQL, or reporting applications is a plus but not required.