Application Support Analyst

Application Support Analyst

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE's power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. With engineering know-how and responsive service and support around the globe, the company builds collaborative partnerships to meet technology advances, propel growth for its customers and innovate the future of power. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

Job Description

The Application Support Analyst I is responsible for providing first-level support for enterprise applications and ensuring smooth operation of business-critical systems. This role involves troubleshooting application issues, assisting users with functionality, and collaborating with IT and business teams to resolve incidents and implement enhancements. The individual will also perform basic user support and computer builds, and must be familiar with engineering tools and processes.

Responsibilities

• Respond to and resolve application-related support tickets in a timely manner
• Assist users with application functionality, navigation, and troubleshooting
• Document issues, resolutions, and workarounds in the knowledge base
• Collaborate with internal teams and vendors to escalate and resolve complex issues
• Participate in application testing, upgrades, and deployment activities
• Monitor application performance and report anomalies
• Maintain user access and permissions in accordance with IT policies
• Provide training and support materials to end users
• Contribute to continuous improvement initiatives for application support processes
• Provide basic user support for hardware and software issues
• Perform computer builds including imaging and configuration
• Support engineering teams by providing access to necessary tools and systems
• Assist with engineering methodologies and ensure seamless integration of IT and engineering processes

Work Environment

• Location: Wilmington, MA
• Environment: Standard office environment; spends most of the day moving throughout the building and assisting users with PC problems at their desks
• Physical Requirements: Required to lift 40 lbs. repeatedly throughout the day
• Work Hours: Overtime may be required, including evening work, on-call weekends, and additional project hours
• Proximity: Must reside within approximately one hour of the office location to provide adequate daily coverage and/or emergency IT service

Qualifications

• Excellent customer service skills
• In-depth knowledge of PC hardware and peripherals
• Advanced knowledge of Windows 10/11
• Advanced knowledge of Linux Ubuntu or equivalent in a corporate environment
• Understanding of engineering methodologies and tools and how to support them
• Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools, and PC hardware and software troubleshooting skills
• Excellent interpersonal, communication, and organizational skills
• Ability to work independently and communicate effectively with users and coworkers
• Strong project management skills, with the ability to set priorities and meet deadlines with flexibility
• Problem-solving skills – the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully
• Ability to evaluate information and exercise good judgment in making decisions

Experience

• Minimum 5 years providing technical support in an IT support role
• Experience supporting Microsoft PC and Linux environments
• Experience with engineering tools and processes

Education

Essential: Bachelor's degree in computer information systems or a related field

Desirable: A+ certification, MCP, and Windows 10 certification

Linux certifications

Experience with DevOps practices and tools

Proficiency in Ansys simulation software

Experience with LabVIEW for test and measurement applications

Experience with TwinCAT for automation and control systems

Proficiency in Python for scripting and automation

Compensation

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $80,000 to $95,000 per year.

Benefits

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan. In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:

• Medical - multiple medical plans are available to choose from
• Short and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
• 8 hours of paid volunteer time off
• 8 weeks of paid parental leave for both Moms and Dads
• Company matched 401(k)
• Tuition reimbursement
• Expanded mental health coverage and employee assistance programs
• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identity theft, and legal assistance

Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status. Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to HumanResources@aei.com