What are the responsibilities and job description for the Service Support Analyst – Junior position at HonorVet Technologies?
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. What makes us different isn''t a tagline — it''s the way we work. We don''t forward resumes and hope for the best. 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.
Job Title: Service Support Analyst – Junior
Location: Charlotte, NC (Onsite)
Duration-12 Months
Job Summary
We are seeking a Junior Service Support Analyst to provide first- and second-level application support for enterprise software systems. The ideal candidate will be responsible for troubleshooting technical issues, managing support tickets, assisting end users, maintaining user accounts, and ensuring 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.
Key Responsibilities
Job Title: Service Support Analyst – Junior
Location: Charlotte, NC (Onsite)
Duration-12 Months
Job Summary
We are seeking a Junior Service Support Analyst to provide first- and second-level application support for enterprise software systems. The ideal candidate will be responsible for troubleshooting technical issues, managing support tickets, assisting end users, maintaining user accounts, and ensuring 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.
Key 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.
- 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.
- 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.