Service Support Analyst-Junior

Summary

Join our team as a Service Support Analyst- Junior and provide first-level hardware, software, and application 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 1st Shift Judicial Support Center Supervisor and requires a high school diploma or equivalent and one year of computer-related experience. The schedule is Monday-Friday, 8:00 AM - 5:00 PM, with occasional in-office team meetings. This is a 12+ month contract position located in Raleigh, NC.

Requirements

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

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
• Use specialized software such as Microsoft Visio to create diagrams

Preferred Qualifications

• 3 Years experience with Microsoft Windows 10 operating system
• 3 Years experience with Office 365 suite
• 3 Years experience with Ticketing system software
• 3 Years experience Analyzing and diagnosing user problems
• 3 Years experience with 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 experience Communicating and working with all levels of personnel in the field; communicating effectively in oral and written formats

Benefits

Remote work position except for occasional team meetings