Service Support Analyst-Junior

Summary

Join our team as a Service Support Analyst- Junior and provide first-level IT support to end-users, primarily focusing on password resets. This remote position in Raleigh, NC, requires strong customer service skills and the ability to effectively communicate with a diverse population. You will work in a Microsoft Windows environment, collaborating with other IT specialists to ensure high-quality support and customer satisfaction. The role involves responding to inquiries, troubleshooting issues, prioritizing tasks, and coordinating with team members to resolve problems within service level agreements. This full-time position requires a high school diploma or equivalent and one year of customer service experience. The work schedule is Monday-Friday, 7:30 AM to 4:30 PM, with remote work after training.

Requirements

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

Responsibilities

• Respond via telephone or electronically to inquiries and requests for password assistance
• Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users
• Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines