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 support to end users focusing on password resets.

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 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.

This position reports to the Judicial Support Center Supervisor.

The work schedule for this full-time position is Monday - Friday from 7:30AM - 4:30PM.

This position is a 100% remote work position after training is complete.

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

Skills:

Skill

Required/Desired

Amount

of Experience

Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats

Required

1

Years

Microsoft Windows 10 operating system

Required

1

Years

Office 365 suite

Required

1

Years

Ticketing system software

Required

1

Years

Analyzing and diagnosing user problems

Required

1

Years

Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems

Required

1

Years

Experience reading and interpreting hardware and software manuals and provide necessary information to users

Required

1

Years