NC - MC - Service Support Analyst- Junior

Software Technology Inc; Charlotte (NC); On-site; USD 41,000 - 55,000; Full time

Job summary

Software Technology Inc in Charlotte, NC is seeking an on-site IT support professional to manage the day-to-day operation of the departmental software application, identify system requirements, and train users. You will handle incident tickets, health checks, and coordinate with Account Managers and developers to keep the system running smoothly.

The role requires 3+ years of relevant experience, strong communication, and the ability to work under general supervision while improving technical

Qualifications

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

Responsibilities

• 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 escalate issues as needed.
• 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.

Skills

Incident management

Status reporting

Multitasking

Client-focused support

Job description

The max rate for this position is $$$/hour. 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 escal
• 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

• SkillRequired /DesiredAmountof ExperienceDefine, track, and assure responsiveness to clients' information technology problemsRequired3Years
• Prepare status reportsRequired3Years
• Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely mannerRequired3Years
• Categorize time spent, requests for service and assets according to provided definitions Required3Years

QuestionsNo.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement?Question2All work must be completed on-site. Do you agree to this requirement?Question3Your candidate must be able to attend an in-person interview. Do you agree to this requirement?Question4What is your candidate's email address?Question5How soon can your candidate start if selected for this opportunity?Question6Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req?Question7Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor? Please be sure to notify a CAI Account Manager if your candidate's employee status changes.Question8Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country?Question9Candidates submitted above the hourly Vendor Rate of $$$ may not be considered for this assignment. Do you agree to this requirement?Question10Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement?Question11Have you thoroughly validated, and attest to the accuracy of, the credentials listed throughout your candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440?