Application and Desktop Support Professional

Job DescriptionApplication Support & Systems Analyst - Full-time, Direct HireMinneapolis, MNPosition OverviewThe Application Support & Systems Analyst provides hands-on technical support and application assistance to internal users in a professional services environment. This role blends end-user support, application troubleshooting, and project-based work, supporting both day-to-day operational needs and longer-term technology initiatives.Working closely with IT, application teams, and business stakeholders, this position serves as a trusted technical resource focused on usability, reliability, and customer service. The environment is fast-paced, collaborative, and service-oriented, with strong opportunities for skill development and growth.Key ResponsibilitiesEnd User & Application SupportProvide responsive, high-quality technical support to internal users across applications, workstations, mobile devices, and conference room AV systemsTroubleshoot and resolve software, hardware, and application-related issues via ticketing system, phone, email, and in-person supportTrack, document, and escalate incidents and requests while ensuring timely follow-up and resolutionAdminister and support document and content management platforms (including iManage)Application & Process SupportAssist with application configuration, testing, deployment, and ongoing support based on business needsPartner with development and infrastructure teams on enhancements, integrations, and small-scale projectsPerform diagnostics, testing, and validation of application functionality and fixesAutomation & ScriptingSupport the creation and maintenance of workflow automations and scripts to improve efficiencyDevelop or refine scripts to reduce repetitive tasks, under guidanceAssist with deployment and operational support of automation toolsCloud & Systems SupportAssist with managing and optimizing cloud-based systems and licensing (Azure or similar platforms)Support resource utilization, monitoring, and basic system administration tasksCustomer Engagement & TrainingCollaborate with internal stakeholders to understand requirements and provide practical solutionsCommunicate clearly on issue status, next steps, and resolution timelinesDeliver user training, documentation, and occasional system demonstrationsDocumentation & ReportingCreate and maintain user guides, technical documentation, and troubleshooting materialsContribute to reporting on system usage, performance issues, and improvement opportunitiesSecurity, Compliance & MonitoringFollow firm policies, security standards, and regulatory requirementsAssist with audits, access reviews, and vulnerability remediation effortsSupport monitoring, logging, and alerting solutions to maintain system reliabilityContinuous Improvement & CollaborationIdentify opportunities to streamline support processes and improve user experienceStay current on relevant technologies, tools, and best practicesWork collaboratively within IT and across departments, contributing to a positive team cultureRequired Skills & CompetenciesStrong troubleshooting, analytical, and problem-solving skillsExperience supporting business applications in a service-focused environmentProficiency with databases and basic SQL conceptsWorking knowledge of scripting or automation tools (e.g., PowerShell, VBScript, batch files)Experience with VMware is a plusExcellent communication and customer service skillsAbility to manage multiple priorities in a fast-paced environmentHigh attention to detail and strong organizational skillsComfortable working independently and as part of a teamWillingness to participate in an infrequent, shared IT on-call rotationQualificationsRequired3-6 years of experience in application support, technical support, or a similar roleBackground supporting end users, applications, and systems in a professional environmentExperience working with ticketing systems and structured support processesPreferredBachelor's degree in Computer Science, Information Technology, or related field, or equivalent experienceExperience in a law firm or professional services organizationFamiliarity with document management systems (e.g., iManage)Exposure to cloud platforms such as AzureExperience with Omnissa (Broadcom) technologiesUnderstanding of DevOps or modern application delivery practicesExperience working with APIs and integrationsRelevant technical certificationsWork Environment & Additional InformationOffice-based role with use of computers, phones, and standard office equipment4-6 month onboarding and training periodAfter training, eligibility for up to one remote day per weekCompensation range: $60,000-$90,000All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.