Service Support Analyst

• Location: Charlotte, North Carolina
• Type: Contract
• Job #12425

DataStaff, Inc is in need of a Service Support Analyst for a long-term contract opportunity for one of our direct clients in Charlotte, NC.

*This position is onsite

Responsibilities:

• Manage the day-to-day operation of the department-specific software application or system.
• Identifies system requirements and solves 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.

• Provides 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 alerts that cannot be resolved to the appropriate section
• 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 the 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 set up 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, setting 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 Skills:

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

 
This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave.  As many of our opportunities are long-term, we also have a 401K program available for employees after 6 months.