Application Support Analyst

Why Work for Menards?

• Profit Sharing & 401K, Paid Vacation & Holidays

• Team Member Discount

• Highly collaborative work environment

• Pay based on experience

POSITION SUMMARY:

The Application Support Analyst I is responsible for providing timely, high-quality support to end users by diagnosing, documenting, and resolving application and system issues. This role serves as a key point of contact for application-related incidents, ensuring issues are resolved within established Service Level Agreements (SLAs) and escalated appropriately when needed. The position requires strong problem-solving skills, effective communication, and the ability to leverage diagnostic and ticketing tools to drive resolution.

PRIMARY RESPONSIBILITIES:

• Assist in Menard Application Support

• Provide first-level application support by responding to incidents submitted via phone, email, and ticketing systems in a professional and timely manner.

• Accurately document all incidents, including user details, issue descriptions, troubleshooting steps, and resolutions.

• Prioritize, track, and manage support tickets through to final resolution, ensuring adherence to SLA requirements.

• Escalate complex or unresolved issues to appropriate team members while maintaining ownership and follow-up.

• Use diagnostic tools, logs, and knowledge resources to identify root causes and resolve issues effectively.

• Test solutions and fixes to confirm successful resolution prior to closing tickets.

• Perform post-resolution follow-ups to ensure user satisfaction and issue prevention.

• Identify recurring issues and recommend minor or significant system configuration changes based on ticket trends.

• Access and apply software updates, patches, drivers, and knowledge base resources as needed.

• Learn and support the organization’s approved software, hardware, and systems.

• Participate in limited low-level coding or scripting tasks required to support applications.

• Reinforce SLAs and manage end-user expectations through clear communication.

• Develop and maintain help sheets, FAQs, usage guides, and knowledge base articles for end users.

• Identify training opportunities and assist in the development of end-user education programs to improve self-sufficiency and application usage.

• Strategy & Planning

• Review documented resolutions and analyze incident trends to proactively reduce future issues.

• Communicate emerging trends, risks, or recurring problems to management with actionable recommendations.

POSITION REQUIREMENTS:

• Associate or Bachelor’s degree in Computer Science, Information Systems, MIS, or a related field, or equivalent relevant work experience.

• Strong customer-service mindset with a focus on end-user satisfaction

• Excellent analytical, troubleshooting, and problem-solving abilities

• Ability to prioritize and manage multiple tasks in a fast-paced, high-pressure environment

• Strong written, verbal, and interpersonal communication skills

• Self-motivated, detail-oriented, and able to work independently

• Team-oriented with the ability to collaborate effectively across technical and business teams

• Familiarity with Application Development Languages such as Java, C++, .NET

• Must work within designated normal office hours assigned or required by work

• May be required to work overtime, including weekends and holiday