IT Applications Support Analyst

Summary

The Level I IT Application Support Analyst provides front-line support to internal and external customers by addressing technical issues, documenting processes, and collaborating with IT teams to ensure operational stability. This entry-level position focuses on learning systems, tools, and processes in a fast-paced technical environment.

Essential Functions

- Provide friendly, fast, and effective support in person, via email or Microsoft Teams using remote tools.
- Maintain and process Jira backlog tickets.
- Troubleshoot reported issues submitted through the ticket portal, email, and Microsoft Teams.
- Provide on-site support at company events, troubleshooting order and site issues for customer service teams.
- Navigate CRM systems to research customer account and order details when troubleshooting reported issues.
- Maintain team procedures and documentation.
- Collaborate with global teams to meet market needs.
- Participate in an on-call rotation and provide support outside standard business hours as needed.

Skills & Qualifications 

-Excellent verbal and written communication.
- Basic troubleshooting and incident resolution skills.
- Understanding of software development lifecycle (SDLC) basics.
- Ability to read and interpret system-level error logs.
- Competency with AI tools for research, troubleshooting, and documentation.
- Familiarity with Git repositories.
- Experience using Outlook, VPN, and Duo.
- Experience with Atlassian tools such as Jira and Confluence (preferred).
- Basic database querying / SQL experience (preferred).
- Experience with a CRM system (preferred)

Required Education and Experience:

• Associate degree, technical certification, or equivalent experience.
• 1 year of relevant experience.
• A combination of education and experience may meet this requirement.

Preferred Education and Experience:

• 1–2 years in a technical support or helpdesk role.

Supervisory Responsibility:

This job does not have supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, and photocopiers. The noise level in the work environment is usually moderate. Essential oils are worn and/or diffused in the work environment.

Position Type/Expected Hours of Work:

This position requires the incumbent to be physically present at the assigned worksite. The regular schedule is from 8 a.m. to 5 p.m., with an hour lunch, Monday through Friday. Occasional evening and weekend work may be required as job duties demand. Employees are also expected to work at least one non-convention farm event a year and to work at the annual company convention.

 Exact hour requirements can be reasonably modified as necessary for the business needs by the employee’s manager.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities of this job include close vision and the ability to adjust focus. The employee is required to type, file, and occasionally lift office supplies up to 20 pounds. The employee must be physically able to tolerate the scent of essential oils worn or diffused.

Equal Employment Opportunity:

Young Living is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran status and will not be discriminated against on the basis of disability.

Sponsorship:

Young Living does not provide visa sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Note:

This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.