Remote Service Support Analyst- Junior

Summary

The job is for a Service Support Analyst- Junior working remotely in Raleigh, NC for at least 12 months. The role involves providing first level support for hardware, software, and applications, troubleshooting issues, creating documentation, and coordinating with other team members.

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
• Ability to assess risk and provide mitigation actions
• Ability to 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
• Graduation from high school and one (1) year of computer-related experience

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

Benefits

The shift work for this position will include state holidays