Service Support Analyst- Expert

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Job: NCDIT Service Support Analyst Expert
Location : 3700 Wake Forest Rd. Raleigh NC Remote
Duration: Long Term
Client : State of NC
Job ID: (730982)

The Service Desk Tech II provides advanced technical support via phone email and tickets working under general supervision of the Service Desk management team.

**This is a remote position.

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 nonroutine 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 webbased 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 nonroutine subjects clearly.

Proficient in translating technical issues into understandable terms for nontechnical 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 24 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.

Experience providing excellent customer service skills using ITIL methodology

Required

2

Years

Experience working in a call center environment and Service Desk role

Required

2

Years

ServiceNow experience

Desired

HDI Support Center Analyst ITILv3 Foundation A certification highly preferred

Highly desired

Advanced troubleshooting and problemsolving skills in Microsoft Windows 7 & 10 Microsoft Office suite and O365

Required

2

Years

Troubleshooting skills in desktop hardware/software network connectivity network printing email smartphones and webbased applications.