Service Support Analyst- Junior
Raleigh, NC, NC
Contracted
Experienced
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 telephoneemail support to internal customers with IT related software and hardware issues.
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 specialist.
Skills:
Location: Charlotte, NC
Duration: 12+ Months
Job Description:
The IT Service Desk Agent I will provide front line telephoneemail 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 specialist.
Skills:
| Skill | Required / Desired | Amount | of Experience |
| Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops | Required | 2 | Years |
| Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) | Required | 2 | Years |
| Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database | Required | 2 | Years |
| Previous experience providing IT support by phone/email. | Required | 2 | Years |
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