Application Support Analyst

MCCi is an IT services company with expertise in delivering end-to-end Content Services and Intelligent Automation solutions. We provide our clients some of the leading hyperautomation technologies, including Laserfiche for content services, Blue Prism for robotic process automation, ABBYY for intelligent capture, and OneSpan for digital signatures.

MCCi is looking for an Application Support Analyst to join a growing team. The ideal candidate will thrive in a fast paced work environment, have a passion for technology, and is passionate about building processes using the solutions MCCi delivers.

MCCi empowers our clients to reach new efficiency and innovation levels, saving them time and valuable resources while allowing their focus to be placed on strategic issues rather than mundane tasks. By leveraging our content services solutions to reach intelligent automation, our professional services and Technical Support team are inspired every day by what our clients are accomplishing within their organizations. The ideal candidate would share this passion in improving efficiency.

We are looking for individuals who:

  • Have excellent communication skills, both written and verbal
  • Can automate business processes for clients using out-of-box software automation tools
  • Can identify potential issues and integrate possible solutions
  • Will enable faster and smarter business processes for our clients
  • Engage with upper management regularly with reports on project status, activities, and achievements
  • Can install, configure, and troubleshoot medium to large-scale distributed software systems.
  • Excel at troubleshooting & problem-solving
  • Are highly organized and have superior prioritization and time management skills
  • Are excited about staying abreast of relevant technology applications and trends

We expect individuals to:

  • Work closely with product end users, and provide them with the highest level of support and customer service
  • Provide escalated technical support to clients via email, phone, or other virtual methods
  • Communicate with stakeholders to identify what they want their system to accomplish
  • Explain complex concepts to non-technical audiences
  • Handle multiple ongoing support projects, while maintaining the highest personal and team standards of quality, on time delivery, and client satisfaction
  • Track time and project status in a CRM system
  • Achieve personal goals and do your part in team goal achievement
  • Learn new technologies and concepts that will help you excel in your position

Required Education and Experience:

  • Bachelor’s degree in technology, computer science, or equivalent experience
  • Ability to diagnose and restore services under emergency conditions
  • Experience in creating, analyzing, troubleshooting, and repairing Electronic Content Management systems
  • Customer service
  • Microsoft Active Directory
  • Microsoft Windows operating systems
  • Microsoft Windows Server administration
  • Microsoft SQL Server administration
  • Microsoft Windows IIS web server administration
  • Basic networking concepts
  • Internet/network troubleshooting
  • Implementing and supporting SSL/TLS certificates

Preferred Education and Experience:

  • Networking knowledge (TCP/IP)
  • Experience with implementing and troubleshooting Enterprise Content Management systems (specifically Laserfiche).
  • Knowledge of typical state and local government processes.
  • 2+ years of Technical Support experience.
  • Knowledge of PowerShell and bash scripting.
  • Cloud infrastructure management using AWS, Azure, or GCP.
  • DNS administration
  • Virtualization

Why MCCi?

  • We believe in working hard and having fun in the process
  • We believe in facilitating new opportunities to develop and advance your career
  • We offer a casual working environment
  • Our team is like family and so is our culture
  • We are a national company with dreams of going global
  • Our leadership team is strong, engaging, transparent and inspirational
  • We offer competitive pay, health benefits, 401k and more!

MCCi is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.