Service Support Analyst-Junior

Summary

Join our team as a Service Support Analyst- Junior and provide first-level hardware and software support to end-users. This remote position requires strong customer service skills and involves troubleshooting technical issues, providing training, and collaborating with other team members. You will respond to inquiries, identify and categorize problems, and maintain documentation. The role reports to the 2nd Shift Judicial Support Center Supervisor and operates within a Microsoft Windows environment. The schedule is Monday-Friday, 5:00 PM - 2:00 AM, with occasional team meetings in the office. This is a 12+ month contract position located in Raleigh, NC.

Requirements

• Possess knowledge of Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software
• Possess 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
• Have the 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
• Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience
• 3 years of experience with Microsoft Windows 10 operating system
• 3 years of experience with Office 365 suite
• 3 years of experience with Ticketing system software
• 3 years of experience in Analyzing and diagnosing user problems
• 3 years of experience with Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems
• 3 years of experience reading and interpreting hardware and software manuals and provide necessary information to users
• 3 years of experience Communicating and working with all levels of personnel in the field; communicating effectively in oral and written formats

Responsibilities

• 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 client based applications
• Provide routine and non-routine support for a broad range of client 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

Preferred Qualifications

Knowledge of specialized software such as Microsoft Visio to create diagrams

Benefits

Remote work position