Service Support Analyst- Junior

Summary

The job is for a Service Support Analyst- Junior in Charlotte, NC, with a duration of 12+ months. The role involves providing IT support by phone/email, performing FCR, and managing user identities, among other tasks.

Requirements

• Required 2 Years: Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops
• Required 2 Years: Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Required 2 Years: Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Required 2 Years: Previous experience providing IT support by phone/email

Responsibilities

• Provide front line telephone/email support to internal customers with IT related software and hardware issues
• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database