Mittera is a leading-edge company that provides commercial and digital printing, finishing, graphic design, data analytics, direct mail processing, and fulfillment services. Mittera's full-service approach connects data-driven revelations, bar-raising creative, and expertly printed materials to give our customers' brand recognition it deserves.  

The Application Support and Operations Analyst provides first line and mid-tier support for the Technology Services help desk which provides software development and managed marketing (storefront) sites for customers and Mittera users alike. This role focuses on triage, issue remediation, analysis for incremental improvements, delivering standard and ad hoc reporting, providing storefront product and site updates, monitoring requests to ensure prompt attention and response, and analyzing work process flow and incident data to call attention to areas for improvement. 

This position is ideal for someone who enjoys programming and problem solving and prefers working in a hands-on, support-focused environment. The analyst should possess strong technical aptitude, curiosity, and a desire to build a career in application support. This position requires excellent communication and interpersonal skills as this role interacts directly with clients, account managers, and other departments within Mittera Group. 

Triage & Resolution

• Serve as the first point of contact for support tickets across multiple help desk systems.
• Perform triage, gather details, classify issues, and resolve small or well-defined defects.
• Identify recurring issues and patterns, recommending and implementing corrective actions where appropriate.
• Take ownership of issue resolution, resolving problems independently whenever possible before escalating to development.
• Escalate complex issues to developers with clear documentation and reproduction steps.
• Handle system notifications/alerts and route appropriately.
• Develop and maintain practical AI literacy (e.g., LLM capabilities/limits, prompt techniques) and apply it to day-to-day support work.
• Leverage AI to assist with data transformations and analysis (e.g., shaping CSV/Excel extracts, basic SQL refactors, JSON/XML formatting, and field mapping) while validating outputs for accuracy.
• Use AI-assisted “vibe coding” to prototype small utilities and automations (PowerShell, SQL, C#, or scripts) for repetitive tasks; test, document, and peer-review before use in production.

Storefront Operations

• Perform storefront product and site updates including pricing, content, catalogs, and configuration changes.
• Validate updates through testing and ensure accurate deployment.
• Assist with release checklists, environment checks, and smoke testing.

Reporting & Routine Tasks

• Manage scheduled and ad hoc SQL based reports and validate data accuracy.
• Support internal teams by providing consistent reporting outputs and assisting in data audits.
• Perform repetitive operational tasks with attention to detail and accuracy.

Documentation & Knowledge Management

• Maintain clear ticket notes and contribute to internal knowledge bases and SOPs.
• Help improve triage workflows, documentation, and onboarding materials.
• Participate in continuous improvement initiatives across both help desks.
• Performs additional responsibilities as required to meet organizational objectives.

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, either with or without reasonable accommodation.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• SQL proficiency: Ability to write basic to intermediate SELECT queries, joins, filtering, grouping, and troubleshoot report errors.
• ASP.NET fundamentals: Understanding of C#/ASP.NET web applications, basic debugging, config files, logs, and IIS basics.
• Help desk or IT support experience (1–3 years) in a ticketing/ITSM system.
• Familiarity with scripting (PowerShell, batch) is a plus.
• Knowledge of REST APIs, JSON, and general web application concepts.
• Understanding of Windows Server basics, networking fundamentals, and HTTP error codes.
• Leveraging AI: Comfort using AI-assisted tools to improve productivity and quality (e.g., summarize issue history, generate draft responses/runbooks, propose troubleshooting steps, assist with data transformations, and prototype small scripts/solutions). 
• Ability to validate outputs, recognize limitations/hallucinations, and use approved tools in accordance with data privacy and security requirements.
• Strong desire for a career path in technical support.
• Enjoys programming and problem solving but does not seek a full-time engineering role.
• Works with an innate sense of urgency to solve user problems and can identify critical needs for escalation.
• Can-do attitude and customer focused communicator who can translate technical language into user friendly terms.
• Strong organizational skills with the ability to manage multiple open issues.
• Self-starter with curiosity and a desire to learn new systems.

Education and Experience

• Associate or bachelor’s degree in a technical field, or equivalent experience.
• ITIL Foundation, HDI, CompTIA A+, or Microsoft fundamentals certifications are a plus.

Work Schedule

• Regular and reliable attendance is an essential function of this position.
• Must have the availability and ability to work in a fully remote environment, using digital communication and ticketing tools for collaboration.
• Requires regular interaction with the Help Desk Manager, developers, storefront support staff, and internal and external customers.
• Working hours may vary based on operational and business needs and may include overtime.
• Some travel may be required.

Mittera is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.