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20 days old

Application Support Analyst

Kelly Services
St Paul, MN 55145
**Application Support Analyst**


3+ month contract with opportunity for hire


onsite in St. Paul to start for training with remote available long term


Service Support Analyst (SSA) position serves as the first point of contact and resource for students, faculty and staff using a group of colleges enterprise application services by analyzing, resolving or escalating incidents related to software applications, data integrity and reporting in order to ensure that customers have a positive and successful experience with software. The individual selected for this position needs to have the flexibility to provide coverage for other shifts, including evenings and weekends.


PRINCIPLE RESPONSIBILITIES


Customer Service: Handle telephone calls and incidents submitted via service management tool or emails to the service desk. Diagnose, prioritize, resolve or escalate incidents in a timely manner so that all end users receive accurate assistance to maintain the reputation of the organization as a viable business partner.


ADDITIONAL RESPONSIBILITIES AND RESULTS


System Monitoring: Provide monitoring of enterprise systems and applications including the operation of servers, enterprise applications, local and wide area networks so that any unusual conditions or issues will be reported immediately to ensure a prompt and timely resolution.


Maintain Documentation: Create new and update existing documentation, track incidents using the service desk software, maintain knowledge base and documentation to provide self-help resources for customers and staff.


KNOWLEDGES, SKILLS, AND ABILITIES


Minimum Qualifications (expected to have to enter job)


+ One (1) year of experience in a high volume IT service desk environment, including use of ticketing software.

+ Three (3) years of experience in customer service, managing a business front-desk, and/or operating multi-line phone.

+ Three (3) years of experience in a working team environment.

+ Strong oral and written communication skills sufficient to communicate with customers and collaborate with escalation teams.

+ Demonstrated strong analytical and problem solving skills sufficient to resolve hardware/software issues.

+ As the only person assigned this shift, it is critical to possess reliable work ethic, including consistent punctuality and responsibility for work shift, as well as flexibility to cover other shift(s), as assigned.

+ Ability to multi-task and prioritize varying workload.

+ Ability to seek work from supervisor during slow periods and effectively manage stress of busy periods.


Preferred Qualifications(desired but not expected to have to enter job)


+ AA degree or Bachelors degree in the field of IT, networking or computer science.

+ Three (3) years of experience in a high volume IT service desk environment, including use of ticketing software.

+ Two (2) years of working experience within the Minnesota State colleges and universities system.


Working experience/knowledge of IT Service Management (ITSM) principles; ITIL Foundation certification.


Exceptional communication and problem solving skills are necessary for this person to be successful in this role.


Apply today for immediate consideration!


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.


**Why Kelly** **** **?**


By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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Posted: 2022-06-08 Expires: 2022-07-09

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Application Support Analyst

Kelly Services
St Paul, MN 55145

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