Service Support Analyst

Service Support Analyst

Join to apply for the Service Support Analyst role at MDT
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3 days ago – be among the first 25 applicants.

This position is eligible for a hybrid work arrangement. Currently 5 days of on‑site work per month are required.

$40,000 - $50,000.

The Service Support Analyst is the front‑line resolver in the Service Support Center, delivering fast, accurate Tier I support for client requests via phone, chat, and tickets. The role identifies, triages, and troubleshoots incidents using the established Knowledge Base, runbooks/playbooks, aiming for first‑call resolution. It documents incident fixes and continually strengthens the Knowledge Base for future support, coordinates with Tier II teams, serves as incident manager for major incidents, and provides high‑quality handoffs for advanced support, establishing a clear, consistent client experience.

• Client Point of Contact:
  Serve as the first point of contact for clients, ensuring proper phone and chat coverage during operating hours.
• Call Management:
  Answer incoming calls and efficiently route them to the appropriate departments or individuals.
• Level 1 IT Support:
  Provide Level 1 IT support and system administration for various programs, including Symitar, MDTOP, Mach Sol Panel, DUO Mobile and Design Portal.
• Escalation and Issue Resolution:
  Analyze and and escalates Level 2 help desk support requests to the appropriate teams. Monitor and alert high‑priority client issues.
• Major Incident Management:
  Act as a major incident manager, coordinating teams, documenting solutions, and providing routine updates to clients and internal staff during unplanned sev‑1 and sev‑2 outages.
• Chat Support:
  Oversee and manage all client chat interactions, including troubleshooting and routing issues to Level 2 support when required.
• Client Contact Database Management:
  Maintain and update the client contact database, ensuring accurate information.
• System Administration:
  Serve as the system administrator for the JHA and Zen Desk portals, performing password resets and user login support.
• Outage Management Assistance:
  Assist with outage processes, troubleshooting, executing the urgent communication process via Status page, and collaborating with other departments.
• Quarterly Audits:
  Conduct quarterly audits of the JHA client portal and Zen Desk portal.
• Vendor Coordination:
  Manage 3rd‑party vendor requests, pass quotes to clients and internal teams, and assist with troubleshooting.
• Cross‑Department
  
  Collaboration:
  
  Work closely with other departments to ensure smooth workflow.
• Issue Escalation:
  Escalate issues to the appropriate teams and management.
• Management Updates:
  Keep the management team informed of progress and report challenges.
• Documentation:
  Complete all required reports and records accurately and on time.
• Internal Knowledgebase:
  Document solutions, update, and provide detailed solutions.
• Update Knowledgebase:
  Document using the KCS methodology.
• Meeting Participation:
  Attend and actively participate in department meetings and committees.
• Work Area Maintenance:
  Maintain a clean, secure, and well‑organized work area.
• Special Projects:
  Complete special projects and any other tasks or duties as assigned.

• High school graduate or equivalent.
• Financial Institution experience (Symitar preferred).
• Experience in a professional client services position.
• Experience with PC and associated hardware/software troubleshooting.
• Call Center experience.

• Thorough understanding of customer service practices.
• Thorough understanding of financial services.
• Thorough understanding of system administration.
• Knowledge of the Symitar core system.
• Knowledge of the Zen Desk service desk system.

• No hazardous or significantly unpleasant conditions.
• Ability to cover different shifts between 8:00 am‑7:00 pm (EST).
• Additional hours, including Saturday/Sunday support, as required.
• Occasional overnight travel for training and conferences.
• Long duration of computer workstation usage.

Entry level

Full‑time

Information Technology