Application Support Engineer

**This is a 3–4 month onsite contract role located in Downtown Minneapolis, MN. The schedule runs Monday -Thursday, 8:00 AM to 4:30 PM, Fridays are generally off unless coverage is needed. Applicants must be authorized to work in the U.S. without sponsorship.**

Office Perks & Amenities: Enjoy a modern, skyway-connected facility with free gym access, nap pods, wellness space, bike storage with showers, light rail access, and an amenity lounge. Plus, community events and a full kitchen for your convenience!

Summary

This role centers on providing advanced Level 2 IT support, resolving complex application issues, and collaborating with staff and vendors to ensure seamless technology operations. You'll lead incident response, manage documentation and service quality, and support both cloud-based and locally installed applications with a focus on continuous improvement and user satisfaction.

Responsibilities

• Provide Level 2 support and lead response to escalated incidents from Level 1 Service Desk

• Monitor and analyze incidents for timely resolution based on urgency and impact

• Collaborate with IT admins and SMEs for task assignment and delivery optimization

• Maintain and enhance Service Desk documentation for continuous improvement

• Manage Application and Problem Management by documenting and resolving issues

• Interface with application vendors for root cause analysis and complex issue resolution

• Supervise Managed Service Provider for prioritizing deployments, updates, and patches

• Oversee SLA compliance and ensure service quality

• Administer locally installed and cloud-based applications, including iManage Work 10

• Resolve formatting, cleanup, conversion, and redline issues in document processing applications

• Support, provision, and deploy Windows 11 laptops

• Provide backup support for training and hardware teams

• Serve as the primary liaison between end users and software vendors

• Collaborate with legal staff (attorneys, legal assistants, paralegals) to ensure smooth application support

• Maintain a professional on-site presence four days per week; Fridays are generally off unless coverage is needed.

Qualifications

• High proficiency in technical, communication, and troubleshooting skills

• Skilled in technical and business problem-solving

• Hands-on expertise with Windows 11, Office 365 administration, and Intune

• Familiarity with ticketing systems (preferably ConnectWise) and escalation workflows

• Strong organizational, interpersonal, and empathetic communication skills

• Independent work ethic with effective team collaboration

• Proven experience in application support and user assistance

• Resilience under pressure and strong multitasking abilities

Preferred Skills

• Extensive experience with Office 365, Microsoft Teams, and legal-industry applications

• Familiarity with Document Management Systems (bonus: iManage, Litera, BigHand, BEC)

• Understanding of Microsoft 365 Administration, including tenant and security management

• Skilled in IT service management and application deployment tools (e.g., Intune)

• Prior work in a law firm or legal support environment

• Comfort navigating a collaborative, fast-paced team culture

Our Vetting Process

At Emergent Staffing, we work hard to find the software engineers who are the right fit for our clients. Here are the steps of our vetting process for this position:

1. Application (5 minutes)

2. Online Assessment (40-60 minutes)

3. Initial Video Interview (30-45 minutes)

4. Client On-site Interview (60 minutes)

5. Job Offer!

#EmergentStaffing