Job Title: Service Support Analyst- Junior (Remote)
Location: Raleigh, NC
Duration: 12+ Months
Job Description:
The client is seeking a qualified IT Help Desk Specialist to provide first level hardware, software and application support to end users. This position is critical in promoting a positive customer relationship, requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.
An IT Help Desk Specialist operates in a Microsoft Windows environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.
Primary Responsibilities:
- Respond via telephone or electronically to inquiries and requests for assistance.
- Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.
- Provide consultation, support, and/or training to clients of computer equipment or other client based applications.
- Provide routine and non-routine support for a broad range of client applications or provide in-depth support for a narrowly defined area of technology.
- Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.
- Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.
This position reports to the 1st Shift Judicial Support Center Supervisor. The work schedule for this position is Monday - Friday 8:00AM - 5:00PM. This position is a remote work position except for the occasional team meetings that are held in the office at NCJC. This shift includes a 1 hour lunch break.
Knowledge, Skills And Abilities / Competencies:
- Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ivanti ticketing system.
- Skills in: analyzing and diagnosing user problems; basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.
- Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.
Minimum Education and Experience Requirements:
- Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.
Skills:
| Skill | Required / Desired | Amount of Experience |
|---|
| Microsoft Windows 10 operating system | Required | 3 Years |
| Office 365 suite | Required | 3 Years |
| Ticketing system software | Required | 3 Years |
| Analyzing and diagnosing user problems | Required | 3 Years |
| Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems | Required | 3 Years |
| Experience reading and interpreting hardware and software manuals and provide necessary information to users | Required | 3 Years |
| Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats | Required | 3 Years |
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