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Service Support Analyst- Junior (Remote)

Remote: 
Full Remote
Contract: 
Experience: 
Junior (1-2 years)
Work from: 

Offer summary

Qualifications:

Graduation from high school and one (1) year of computer-related experience., Knowledge of Microsoft Windows 10 operating system, Office 365 suite, and Ticketing system software..

Key responsabilities:

  • Provide first level hardware and software support to end users via telephone or electronically.
  • Identify problems, prioritize work, troubleshoot, and offer advice to end-users.
  • Perform routine and non-routine support for client applications and create/update documentation.
  • Coordinate with team members to resolve issues and dispose of tickets within SLA guidelines.
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Serigor Inc Information Technology & Services SME https://www.serigor.com/

Job description

Job Title: Service Support Analyst- Junior (Remote)
Location: Raleigh, NC
Duration: 12+ Months

Job Description:
The client is seeking a qualified IT Help Desk Specialist to provide first level hardware and software support to end users. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.
An IT Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following:
  • 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.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.

This position reports to the 2nd Shift Judicial Support Center Supervisor. The work schedule for this position is Monday - Friday 5:00PM - 2:00AM. The weeks that have a holiday, the candidate will take other days off that are normally worked as to not exceed 40 hours. This position is a remote work position except for the occasional team meetings that are held in the office at NCJC. This shift includes a 1 hour lunch/dinner break.

Knowledge, Skills and Abilities / Competencies:
  • Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.
  • 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.

Minimum Education and Experience Requirements:
  • Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.

Skills:
SkillRequired / DesiredAmountof Experience
Microsoft Windows 10 operating systemRequired3Years
Office 365 suiteRequired3Years
Ticketing system softwareRequired3Years
Analyzing and diagnosing user problemsRequired3Years
Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problemsRequired3Years
Experience reading and interpreting hardware and software manuals and provide necessary information to usersRequired3Years
Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formatsRequired3Years

Required profile

Experience

Level of experience: Junior (1-2 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Verbal Communication Skills
  • Customer Service
  • Basic Internet Skills
  • Problem Solving
  • Social Skills
  • Troubleshooting (Problem Solving)
  • Multitasking

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