Helpdesk (Service Support Analyst)
Helpdesk (Service Support Analyst)
Posted on :
26-08-2025
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1 Vacancy
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Job Description
For more details please connect with Viju Vibudhan at or email at
End Client: State of North Carolina
Job Title: Service Support Analyst
Duration: 12 Months
Start Date: ASAP
Location: Raleigh NC 27609 (Onsite)
Position Type: Contract
Interview Type: Either Phone or In Person
Requirement ID: SNCHD589VV
Position # : NCDIT - Service Support Analyst- Senior (775589)
Job Title: Service Support Analyst
Duration: 12 Months
Start Date: ASAP
Location: Raleigh NC 27609 (Onsite)
Position Type: Contract
Interview Type: Either Phone or In Person
Requirement ID: SNCHD589VV
Position # : NCDIT - Service Support Analyst- Senior (775589)
Note : This position will be onsite for the duration of the engagement.
Required Skills:
- 2 Years of Advanced troubleshooting in MS Windows MS Office suite network connectivity mainframe voice network printing email smartphones & web-based apps
- 2 Years of Understanding of contact center environment and Service Desk role
- 2 Years of Experience with NCID administration
- 2 Years of Capable of resolving routine problems based on existing documentation training and resources.
Due to increased demand on the service desk contractor is needed to need to maintain and improve SLAs; supporting phone chat and portal incidents & requests and to support the NCID Identity Proofing Deployment.
The DIT Service Desk is the 24 7x365 single point of contact for customer submitted incidents and service requests.
Service Desk Technician IIs provide consultation elevated support and/or advanced instruction to users of hardware software operating systems telephony unified communications mainframe identity management networking and other information technology based systems located throughout the state agencies and universities as well as for private citizens.
The Service Desk Tech II provides advanced technical support via phone email and tickets working under general supervision of the Service Desk management team.
Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays as needed.
Service Desk Technician IIs provide consultation elevated support and/or advanced instruction to users of hardware software operating systems telephony unified communications mainframe identity management networking and other information technology based systems located throughout the state agencies and universities as well as for private citizens.
The Service Desk Tech II provides advanced technical support via phone email and tickets working under general supervision of the Service Desk management team.
Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays as needed.
Required Experience:
- Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of call center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst ITILv3 Foundation A certification highly preferred.
- Effective communication skills (verbal and written) including proficient typing grammar and spelling skills are required.
- Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10 Microsoft Office suite O365 desktop hardware/software network connectivity network printing email smartphones and web-based applications.
- Ability to organize and follow more complex and/or detailed technical procedures.
- Capable of analyzing and resolving routine problems based on existing documentation training and resources.
- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
- Demonstrated sense of ownership reliability and urgency.
- Ability to establish proactive relationships with customers including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
- Proficient in translating technical issues into understandable terms for non-technical users.
Minimum Education and Experience Requirements associate degree in computer information technology computer technology Integration networking technology or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.
V Group Inc. is an IT Services company which supplies IT staffing project management and delivery services in software network help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/contracts with the following states: CA FL GA KY MD NC NY OH OR PA SC TX and VA. If you are considering applying for a position with V Group or in partnering with us on a position please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
V Group Inc. is an IT Services company which supplies IT staffing project management and delivery services in software network help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/contracts with the following states: CA FL GA KY MD NC NY OH OR PA SC TX and VA. If you are considering applying for a position with V Group or in partnering with us on a position please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
Please share my contact information with others working in Information Technology.
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Employment Type
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