• Position Title: Application Support Analyst
• Location: Raleigh NC (Remote)
• Interview: Either Webcam Interview or In Person
• Position Type: Contract
Description:
Looking for a Service Support Analyst, a senior support role that helps manage day-to-day IT issues and system changes for a security/access control system called FACS/Genetec.You will work closely with the Enterprise Services Manager to make sure the system runs smoothly, problems get fixed quickly, and any updates or changes are handled properly.
Daily Responsibilities
• Help manage and resolve system issues (incidents).
• Assist with planning and coordinating system changes or updates.
• Support the business when they have immediate system problems.
• Help test the system to make sure everything works before updates go live.
• Create documentation like user guides, test plans, and knowledge articles.
• Communicate progress and updates to managers and team members.
Work Involves:
• Supporting system operations and maintenance.
• Helping deliver software fixes and improvements using standard SDLC processes.
• Participating in planning, design, testing, and implementation of system solutions.
• Working with other IT teams (network, development, QA, etc.).
• Investigating and troubleshooting issues.
• Assisting with training and user acceptance testing.
Required Skills:
• General knowledge of how IT systems are developed, maintained, and supported.
• Experience in help desk or service support (ServiceNow experience is a plus).
• Ability to write clear documentation.
• Basic understanding of networks, hardware, and software.
• Ability to write simple SQL queries to get or check data.
• Comfort with Office apps (Excel, Word, Project, Visio, PowerPoint).
• Good communication skills (speaking and writing clearly).
Education/Experience Options
• Bachelor’s degree + 3 years of IT experience OR Associate degree + 4+ years of IT experience OR High school diploma/GED + 7+ years of IT experience
Pay: Up to $30.00 per hour
Expected hours: 40 per week
Education:
• High school or equivalent (Required)
Experience:
• help desk or service support: 6 years (Required)
• ServiceNow: 5 years (Required)
• SQL: 1 year (Required)
Location:
• Raleigh, NC 27610 (Required)
Work Location: Remote