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. 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

• 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.

Required Qualifications

• 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.

Preferred 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.