Application Support Specialist

Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!

Overview

Reporting to the Associate Director of User Support Services, the Application Support Specialist is responsible for delivering exceptional support to faculty, staff, and students across Yale Law School. As a member of the Help Desk team, this role partners closely with IT colleagues to diagnose and resolve or escalate issues, provide training to the Law School community, and promote the effective use of tools and applications that support teaching, learning, and administrative functions.

Successful candidates will demonstrate the ability to quickly learn new systems, manage and respond to user support requests, and provide timely, effective resolution to a wide range of technical issues. This role requires a strong customer service orientation, including direct, front-facing support for faculty, staff, and students, with an emphasis on clear communication and user satisfaction. Working within a complex, multi-system environment, the position helps ensure that the Law School community can consistently rely on the systems and tools that support teaching, learning, and academic administration.

The Application Support Specialist:

• Serves as the primary administrator for the Law School’s Canvas environment, supporting course setup, publishing, and user needs, while providing day-to-day support for SharePoint and institutional forms (Microsoft and Adobe) for the Law School community. 
• Maintains strong working knowledge of the Microsoft 365 suite and university-provided file storage systems (including cloud-based platforms and on-premise file servers), providing user support, guidance on best use, and documentation of key features and practices.
• Develops and delivers training programs and user support resources, guiding faculty, staff, and students in the effective use of Canvas, Zoom, and Law School–specific applications through  structured sessions, one-on-one training, and ad hoc instruction.
• Provides responsive technical support for a wide range of applications and services, including Zoom, Adobe licensing, Law School tools, faculty applications, collaboration platforms, and student exam technologies.
• Ensures reliable access, troubleshoots issues, and addresses diverse user needs, while maintaining continuity of service during peak periods and across shared responsibilities.
• Collaborates with stakeholders to assess needs and implement solutions, partnering with faculty, staff, and IT colleagues to identify requirements, improve workflows, and enhance system functionality across multiple platforms.
• Other duties as assigned.

Required Skills and Abilities
1.Strong customer service orientation, with the ability to provide responsive, professional, and user-focused support to a diverse community of faculty, staff, and students, including the ability to explain technical concepts in a clear and approachable manner.

2.Experience supporting and administering enterprise or business applications in a professional IT environment, with the ability to work both independently and within a team model. 

3.Demonstrated sound judgment and accountability, including the ability to determine when independent action is appropriate and to communicate openly about issues while taking responsibility for resolving them.

4.Strong troubleshooting and analytical problem-solving skills, with the ability to assess complex issues, identify root causes, and implement practical solutions.   

5.Excellent written and verbal communication skills, including the ability to document processes and maintain system records clearly and consistently.

Preferred Skills and Abilities

1.Experience working with Learning Management Systems (e.g., Canvas or similar platforms).

2.Experience supporting administrative or academic systems in higher education or similarly complex institutional environments.

3.Experience supporting and administering cloud-based storage and collaboration platforms (e.g., SharePoint), including user access and permissions management, document lifecycle and organization, troubleshooting, and promoting best practices for secure and effective collaboration.

4.Experience supporting computer hardware and software in both macOS and Windows environments, including familiarity with the configuration and management of each operating system.

5.Experience developing and delivering end-user training and documentation, including the ability to create clear instructional materials and guide faculty, staff, and students in the effective use of enterprise applications and technology tools.

Principal Responsibilities

1. Perform a diverse range of analytical duties in the development of technology solutions for business processes. 2. Plan, organize, and define requirements, methods, and end user objectives, coordinate effort with team members, other IT staff, users, and vendors. 3. Interview, analyze, and document end-user processes and systems requirements for enhancement and/or workflow improvements or new system development. 4. Develop and execute system test plans to ensure application performance aligns to specifications. 5. Prepare technical reports, design workflow maps or other documents to facilitate system/s understanding. 6. May lead segments of larger projects, develop trainings, presentations, and communications. Required Education and Experience Bachelor's Degree and four years of experience or equivalent education and experience. Skills and Abilities Developed analytical, critical thinking and problem-solving skills. Developed interpersonal, written, communication, presentation, and organizational skills. Proven ability to lead and manage staff. Proven expertise with systems and process analysis methods and techniques. Proven project management skills and knowledge of commonly used concepts, practices, and procedures.

Job Posting Date

07/09/2026

Job Category

Professional

Bargaining Unit

NON

Compensation Grade

GS-3

Compensation Grade Profile

GS-3g

Salary Range

$86,300.00 - $129,425.00

Time Type

Full time

Duration Type

Staff

Work Model

On-site

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through  their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.