Remote Service Support Analyst- Junior

Summary

The job involves providing first level hardware and software support as an IT Help Desk Specialist, working in a Microsoft Windows environment. The role requires strong customer service skills, knowledge of various software, and the ability to multitask and communicate effectively. The position reports to the 2nd Shift Judicial Support Center Supervisor and has a work schedule from 5:00 PM to 2:00 AM, Monday - Friday.

Requirements

• Knowledge of Microsoft Windows 10 operating 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
• Maintain and acquire new skills through ongoing research and training

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 clinet 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.)