Job Title: Service Support Analyst- Junior (Hybrid)
Location: Charlotte, NC
Duration: 12+ Months
Job Description:
The IT Service Desk Agent I will provide front line telephone/email support to internal customers with IT-related software and hardware issues.
- Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
- Perform First Contact Resolution (FCR)
- Provide operational support for user identity management, username provisioning, system access, and password management (Active Directory)
- Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
- Understand and adhere to Incident Management, Request Management, and Knowledge Management policies
Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialists.
Skills:SkillRequired / DesiredAmountof ExperienceExperience providing support to end users w/ computer hardware and software inc. printing, installation, enterprise applications, electronic mail, and opsRequired2 YearsProvide operational support for user identity management, username provisioning, system access, and password management (Active Directory)Required2 YearsDevelop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management DatabaseRequired2 YearsPrevious experience providing IT support by phone/email.Required2 Years
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