Application Support Specialist

Why do you need to choose between doing important work and having a fulfilling life? At Ardent, we have both. Ardent employees are committed to solving our customers’ most difficult problems—and we are committed to the well-being, personal goals, and professional development of our employee. We are “All In.” We put forth our strongest effort possible to get the mission accomplished and we do it together. We respect the skills and experience you bring to the Ardent team. And we provide a rewarding environment to help you succeed. 

We offer highly competitive benefits, professional development opportunities, and an exceptional culture that embraces flexibility, innovation, collaboration, and career growth. A collective service mindset underpins our work, and a shared camaraderie to serve clients, colleagues and our communities set us apart. Our full commitment to being "All In" for our employees and our clients is not just our approach, it is our standard. If this sounds like the perfect fit for you, choose Ardent and make a difference with us. 

Ardent is seeking a Application Support Specialist to join our team.  

This is an on-site role located in or near San Juan, Puerto Rico.

Position Description:

Ardent and it's partners are seeking a Application Support Specialist. The Application and Implementation Support Specialist will be responsible for delivering a range of support, technical services and expertise to our clients. This includes working with the project management and implementation team to ensure successful project delivery and support to clients. This role will be responsible for aspects of configuring, implementation and training during the project lifecycle. This role will work using our Support Desk application to troubleshoot and resolve issues both independently and with other senior resources. This role needs to be confident in managing and resolving multiple issues often technical in nature with both a team and self-starter attitude, and as such must be well organized and confident to lead client implementations of software.

Responsibilities and Duties:

• Effectively communicate to relevant staff and clients about issues, “bugs”, updates, critical fixes and coding-related issues to the suite of software tools.
• Act as a point of contact for external clients with issues or needs, and in consultation with the Account Managers and Development team via, phone, email and online meetings.
• Monitor and respond to helpdesk tickets promptly. Troubleshoot and solve technical issues on client websites and accelerate any issues to Tier 3 support if unable to be resolved.
• Create and maintain reports for management as assigned.
• Manage implementation tasks that include but are not limited to; configuration, leading and attending client meetings, updating task and project statuses, and completing discovery and analysis of work processes flows.
• Complete documentation of new Features, Release notes, Help and Training guides and Internal Knowledge Transfer.
• Liaise with relevant stakeholders (Management, Development and Support teams) to ensure quality and expediency of service.
• Perform QA on software tools (including functional testing, requirement testing and bug testing) to identify bugs and issues prior to new releases or updates or in situations where a client is experiencing an issue.
• Attend in-person User Group meetings, occasional staff and company meetings, and other client-based meetings.

Requirements: 

• Bachelor's Degree or College Diploma in an IT-related field
• Speaks, writes and presents effectively utilizing correct English grammar and sentence structure at all times (Excellent written and verbal English)
• Knowledge of SQL Querying preferred.
• Knowledge of Help Desk systems and procedures preferred.
• IT Implementation Experience is an asset
• Have excellent computer literacy
• Proficiency in a Microsoft environment, including a strong skill set in Teams and the Office 365 suite.
• Excellent time management and organizational skills with the ability to prioritize work and utilize time-tracking software.
• Strong troubleshooting and problem-solving skills.
• A collaborative attitude and mindset.
• Display self-discipline and focus to effectively manage an intense and high-volume workload.
• Demonstrates a sound understanding of the IT industry and has advanced problem-solving skills

Due to the nature of the work we support, all candidates in consideration for this role must be U.S. Citizens willing to undergo a background investigation process.

Ardent is an equal opportunity employer. We will not discriminate and will take affirmative action measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity or gender expression.