Service Support Analyst- Junior (Hybrid)
Service Support Analyst- Junior (Hybrid)
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Job Description
Job Title: Service Support Analyst- Junior (Hybrid)
Location: Charlotte NC
Duration: 12 Months
Responsibilities:
- 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
Employment Type
Full-time
