Service Support Analyst- Junior

Title Service Support Analyst- Junior Location Charlotte, NC (Hybrid)  Duration 9 Months Job Type C2C,W2     Job Description  

The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.

• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies

• Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.

 

Skill Required / Desired Amount of Experience Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops Required 2 Years Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) Required 2 Years Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Required 2 Years Previous experience providing IT support by phone/email Required 2 Years