System Support Analyst

Position Summary The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams. Duties and Responsibilities Manage and resolve support tickets within established response time targets. Maintain high ticket throughput while ensuring quality is not compromised. Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume. Perform deep‑dive technical troubleshooting to identify root causes of system issues. Ensure accurate and comprehensive escalations to Level 2 or Development, including clear reproduction steps, detailed impact analysis, severity levels, and relevant system logs. Test enhancements and bug fixes for monthly releases. Equipment Operated/Used Computer, 10‑key, fax machine, copier, printer, and other office equipment. Qualifications Proven experience in technical support or system analyst roles. Strong troubleshooting skills and the ability to analyze system logs. Excellent written and verbal communication skills. Ability to work in a fast‑paced environment with a focus on throughput and efficiency. Contribute to the internal knowledge base by documenting new resolutions and common workarounds. Share technical insights with the team to improve collective problem‑solving capabilities. Suggest system functionality improvements based on recurring user pain points. Performance Metrics Operational Efficiency (40%) Quality & User Experience (30%) Problem Solving & Escalation (20%) Knowledge Contribution (10%) #J-18808-Ljbffr