Service Support Analyst

Service Support Analyst role based in Charlotte, NC.

About the role

Manage the day-to-day operation of department-specific software applications or systems. Identify system requirements and solve moderately complex business problems. Assist users and train staff on application or system use. Perform work with general supervision, understanding user needs, equipment capacity, and desired results to provide effective solutions. Maintain strong interpersonal and communication skills.

Responsibilities

• Provide first and second line application support, resolving technical queries and communicating solutions directly to customers for department-specific applications or systems.
• Monitor and respond to open tickets submitted through an incident management system.
• Troubleshoot and escalate alerts that cannot be resolved to the appropriate section.
• Prioritize and handle service requests and incidents, progressing issues and providing relevant information for troubleshooting or clarification.
• Identify opportunities for process improvement and contribute to departmental initiatives for the software application or system.
• Improve and document 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 applications, scripts, and infrastructure by the support team.
• Work with software or application developers to ensure efficient system operation, install updates, and troubleshoot.
• Establish accounts and passwords and assist with user account issues.
• Onboard and set up new Meck Administrators on the Learning Management System (LMS).
• Perform administrator functions for the enterprise Learning Management System (LMS), including assigning/launching e-learning courses, setting up and maintaining ILT classes, creating reports, troubleshooting, and responding to LMS issues.
• Create ILT Events/Sessions for identified training classes.
• Act as a support and resource for departmental Learning Management System (LMS) Administrators.
• Provide contact and support for departments with Extended Enterprise Learning Management System (LMS) users.

Skills

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

Benefits

• Long-Term Stability: Multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Access to quality healthcare benefits.
• Future Planning: Enroll in a 401(k) program for financial security.
• Green Card Assistance: Support for immediate Green Card processing, if required.