NC - MC - Service Support Analyst- Junior

Expert Technology Services; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Expert Technology Services in Charlotte, NC, seeks an IT Applications Support Specialist to manage day-to-day operation of the departmental software and LMS. You will provide first and second line support, train staff, and work with users to resolve issues while maintaining service levels.

You will monitor tickets, troubleshoot alerts, coordinate with Account Managers on changes, perform health checks, install updates, and help administer the enterprise Learning Management System, creating ILT

Qualifications

• 3+ years of IT application support experience
• Experience preparing status reports
• Ability to coordinate multiple duties concurrently
• Experience categorizing time spent and assets
• Strong interpersonal and communication skills

Responsibilities

• Provide first and second line application support, resolving technical queries
• Monitor and respond to open tickets submitted through an incident management system
• Troubleshoot and address alerts that cannot be resolved to the appropriate section
• Prioritize and handle service requests and incidents
• Progress issues and provide relevant information for troubleshooting
• Identify opportunities for process improvement and contribute to departmental initiatives
• Improve and document the technical processes around software or application support
• Work with Account Managers on change requests, managing issues and priorities
• Ensure daily health checks of applications, scripts, and infrastructure
• Collaborate with software developers to ensure system operation and deployment of updates
• Establish accounts and password issues assistance
• Onboard and set up new LMS Administrators
• Administer the enterprise LMS including reports and ILT setup
• Create ILT events/sessions and support LMS Administrators
• Provide support for Extended Enterprise LMS users
• Liaise with departments on LMS user support

Skills

Incident management

User training

Technical problem solving

Customer communication

Account coordination

Tools

Learning Management System (LMS)

Incident management system

Microsoft Office

Job description

The max rate for this position is. This position is onsite.

Manage the day-to-day operation of the departmental specific software application or system. Identifies system requirements and solve moderately complex business problems. Assists users and trains staff on the use of applications or systems. Performs work with general supervision. Possesses an understanding of user needs, capacity and limitations of equipment, operating time, and desired results in order to provide solutions. Maintains strong interpersonal and communication skills.

Essential Function:

• Provide first and second line application support, resolving technical queries, and communicating solutions directly to customers for the departmental specific application or system.
• Responsible for monitoring and responding to open tickets submitted through an incident management system
• Troubleshoot and ... alerts that cannot be resolved to appropriate section
• Prioritize and handle service requests and incidents
• Progress issues and provide relevant information for troubleshooting or for clarification
• Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system.
• Responsible for improving and documenting the technical processes around software or application support
• Work collaboratively with Account Managers on change requests, managing issues and establishing priorities
• Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team
• Work with the software or application developer to ensure the system is operating efficiently, install updates and troubleshoot.
• Establish accounts and passwords and assist with issues regarding user accounts.
• Onboard and setup new Meck Administrators on the Learning Management System (LMS).
• Responsible for administrator functions for the enterprise Learning Management System (LMS) which includes assigning/launching e-learning courses, set-up and maintaining ILT classes, creating reports, troubleshooting, and responding to Learning Management System (LMS) issues.
• Create ILT Events/Sessions for identified training classes.
• Act as a support and resource for departmental Learning Management System (LMS) Administrators.
• Contact/support for departments with Extended Enterprise Learning Management System (LMS) users.

Required/Desired Skills

Skill Required /Desired Amount of Experience

• Define, track, and assure responsiveness to clients' information technology problems Required 3 Years
• Prepare status reports Required 3 Years
• Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner Required 3 Years
• Categorize time spent, requests for service and assets according to provided definitions Required 3 Years