What are the responsibilities and job description for the IT Support Analyst position at Ledgent Technology?
Job Details
Position Overview
Ledgent Technology's client is actively seeking an IT Support Administrator to join their team in Texas. This role involves providing essential support for software systems and managing various IT support functions to ensure smooth operations and excellent customer service.
Responsibilities
- Administration - Provide best practice support on Software Support Systems to internal & external customers. Maintain daily software helpdesk administration, including software licensing creation, delivery, management, and upkeep. Manage client access to systems, such as Client Download Site and Helpdesk. Provide support to Regional Software Support Team Leader and Regional Software teams. Liaise with other departments within the company as needed. Assist the sales department regarding renewals, escalation, and onboarding of new customers.
- User Support - Serve as the first point of contact for new customers: license, access to systems, software download, and installation.
- Data Collection and Management - Collect and maintain client database contact information using preset tools, methods, and formats. Work independently to ensure data accuracy and completeness.
- Insights and Reporting - Contribute to the preparation of various data and analytics reports as requested.
- Documentation - Document and maintain support processes and systems, such as licensing tools and CRM. Generate support metrics reports for management review.
- Business Meetings & Events Arrangement - Act as the logistics coordinator for software events, including training, webinars, user conferences, and site visits.
- Operational Compliance - Reinforce software processes both internally and externally. Offer support and advise colleagues on software support processes when needed. Use expertise to help improve processes. Identify instances of noncompliance with the organization's policies and department procedures, reporting these instances and escalating issues as appropriate.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
