Service Support Analyst- Junior

Support Specialist

Essential Function:

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 alerts that cannot be resolved to 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 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.

Define, track, and assure responsiveness to clients' information technology problems

Required

3

Years

Prepare status reports

Required

3

Years

Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner

Required

3

Years

Categorize time spent, requests for service and assets according to provided definitions

Required

3