Service Support Analyst

Job Title : Service Desk Support Analyst- Expert

Location : 3700 Wake Forest Rd., Raleigh, NC (100% REMOTE)

Duration : 12+ Month Contract with possibility to extension

Job Description :

Required Experience :

• Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
• Enhanced computer literacy is required.
• Understanding of call center environment and Service Desk role.
• Experience with ServiceNow is preferred.
• HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
• Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
• Advanced troubleshooting and problem solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware / software, network connectivity, network printing, email, smartphones, and web-based applications.
• Ability to organize and follow more complex and / or detailed technical procedures.
• Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
• Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
• Demonstrated sense of ownership, reliability, and urgency.
• Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
• Proficient in translating technical issues into understandable terms for non-technical users.

Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.

Excellent customer service and interpersonal skills.

Required

Years

Enhanced computer literacy

Required

Years

Experience on a Service Desk supporting voice & working with service providers, understanding DIT's telephony environment & support

Required

Years

Experience with ServiceNow and or Nice CX One technology

Required

Years

HDI Support Center Analyst, ITILv3 Foundation A+ certification highly perferred

Required

Years

Advanced trouble shooting skills with Microsoft Office / Windows 10

Required

Years

Subject matter experience in one or more areas including voice, desktop, mainframe, & / or M365.

Required

Years

Ability to establish proactive relationship with customer and provide training