Title: Junior Service Support Analyst
Location: Remote
Length: Long term
Restriction: W2 or C2C

Description:

Interview Type: Webcam Interview Only *** Very long term project initial PO for 1 year, expect to go for 4+ years *** *** Remote ***

*** This is a remote position with an occasional request to report to the office for a shift that includes team meetings. AOC HOLIDAYS are listed at the end of the description *** Must be within driving distance to Raleigh NC ; mileage will be paid for onsite visits if needed

IT Help Desk Specialist to provide first level hardware, software and application support to end users. This position is critical in promoting a positive customer relationship, requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.

An IT Help Desk Specialist operates in a Microsoft Windows environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following:

Respond via telephone or electronically to inquiries and requests for assistance.
Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end users.
Provide consultation, support, and/or training to clients of computer equipment or other NCAOC based applications.
Provide routine and non routine support for a broad range of NCAOC applications or provide in depth support for a narrowly defined area of technology.
Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.
Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams..

KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:

Knowledge of: Microsoft Windows 10 operating system Office 365 suite and Ivanti ticketing system.
Skills in: analyzing and diagnosing user problems basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.
Ability to: multitask assess risk and provide mitigation actions follow established procedures read and interpret hardware and software manuals and provide necessary information to users communicate and work with all levels of judicial personnel in the field communicate effectively in oral and written formats and maintain and acquire new skills through ongoing research and training.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Graduation from high school and one (1) year of computer related experience or an equivalent combination of education and experience.

Required Skills:

Microsoft Windows 10 operating system 3 Years
Office 365 suite 3 Years
Ticketing system software 3 Years
Analyzing and diagnosing user problems 3 Years
Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems 3 Years
Experience reading and interpreting hardware and software manuals and provide necessary information to users 3 Years
Communicate and work with all levels of personnel in the field communicate effectively in oral and written formats 3 Years