Company:
Crescens Inc.
Location: Raleigh
Closing Date: 05/08/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Service Support Analyst
Location: Raleigh, NC
Duration: 2+months
Type: Contract
This is a remote position with an occasional request to report to the office for a shift that includes team meetings. Client HOLIDAYS are listed at the end of the description
Candidates are required to have high speed internet and are expect to be available during the hours listed above.
Job Description:
The client is seeking a qualified IT Help Desk Specialist to provide first level hardware, software and application support to end users.
This position is critical in promoting a positive customer relationship, 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 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 the client based applications.
Provide routine and non-routine support for a broad range of the client 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.
KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:
Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ivanti ticketing system.
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.
The shift work for this position will include state holidays.
The 2024 holidays: January 1st, January 15th, March 29th, May 27th, July 4th, September 2nd, November 11th, 28th, and 29th, and December 24th, 25th, and 26th.
Required:
Microsoft Windows 10 operating system
Office 365 suite
Ticketing system software
Analyzing and diagnosing user problems
Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems
Experience reading and interpreting hardware and software manuals and provide necessary information to users
Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats
Location: Raleigh, NC
Duration: 2+months
Type: Contract
This is a remote position with an occasional request to report to the office for a shift that includes team meetings. Client HOLIDAYS are listed at the end of the description
Candidates are required to have high speed internet and are expect to be available during the hours listed above.
Job Description:
The client is seeking a qualified IT Help Desk Specialist to provide first level hardware, software and application support to end users.
This position is critical in promoting a positive customer relationship, 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 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 the client based applications.
Provide routine and non-routine support for a broad range of the client 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.
KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:
Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ivanti ticketing system.
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.
The shift work for this position will include state holidays.
The 2024 holidays: January 1st, January 15th, March 29th, May 27th, July 4th, September 2nd, November 11th, 28th, and 29th, and December 24th, 25th, and 26th.
Required:
Microsoft Windows 10 operating system
Office 365 suite
Ticketing system software
Analyzing and diagnosing user problems
Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems
Experience reading and interpreting hardware and software manuals and provide necessary information to users
Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats
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