Service Support Analyst

Title: Service Support Analyst

Location: Charlotte, NC (Hybrid)

Duration: 12+ Months

Type: Contract

Short Description:

The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software(O365 & Windows Operating systems) and hardware issues(tablets, desktop, and laptop).

Job description:

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

Required Skills:

Experience providing support to end users w/ comp hardware and software inc. printing, installation,enterprise applications, electronicmail, and ops

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

Knowledge Management Database Previous experience providing IT support by phone/email