Service Support Analyst – Junior

HonorVet Technologies is a veteran-owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. We take the time to understand where a professional like you is headed and only reach out when we genuinely believe there's a fit worth exploring.

Location: Charlotte, NC (Onsite)
Duration: 12 Months

About the role

We are seeking a Junior Service Support Analyst to provide first- and second-level application support for enterprise software systems. The ideal candidate will troubleshoot technical issues, manage support tickets, assist end users, maintain user accounts, and ensure smooth day-to-day application operations. This role requires strong analytical, communication, and customer service skills while working collaboratively with technical teams and business users.

Responsibilities

• Provide first- and second-level application support and resolve user issues.
• Monitor, prioritize, and respond to incidents and service requests through the ticketing system.
• Troubleshoot application issues and escalate complex problems when necessary.
• Perform daily application health checks and monitor system performance.
• Create and maintain technical documentation and support processes.
• Collaborate with development teams to install updates and resolve application issues.
• Manage user accounts, passwords, and system access.
• Support Learning Management System (LMS) administration, including user onboarding, course assignments, instructor-led training (ILT) setup, reporting, and troubleshooting.
• Create and maintain ILT events and training sessions.
• Assist LMS administrators and provide support for enterprise learning users.
• Coordinate change requests and communicate updates with stakeholders.
• Identify opportunities for process improvements and contribute to operational efficiency.
• Prepare status reports and maintain accurate support documentation.

Requirements

• 3+ years of experience providing IT application or technical support.
• Experience troubleshooting software applications and resolving user issues.
• Experience working with ticketing/incident management systems.
• Ability to prioritize multiple tasks and meet deadlines.
• Experience preparing status reports and documenting support activities.
• Strong problem-solving, communication, and customer service skills.
• Experience managing user accounts and access permissions.
• Familiarity with Learning Management Systems (LMS) is a plus.
• Ability to work effectively in a collaborative team environment.

Skills

• Experience supporting enterprise applications.
• Knowledge of application monitoring and system health checks.
• Experience with technical documentation and process improvement initiatives.
• Basic understanding of application deployments and software updates.
• Strong organizational and multitasking abilities.