Onsite Service & LMS Support Analyst

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

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