Onsite Service & Application Support Analyst

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

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