Excelraise, LLC is a rapidly growing full service IT solutions integrator and talent management company headquartered in Denver, CO. Our valued client*s includes fortune 500 companies, Government Agencies.
Currently we are looking for a qualified individual to work as a Service Desk Technician / Desktop Support Technician (Remote Job) with our direct client in Raleigh, NC.
***This is 100% Remote Job***The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite***
***The candidate will need to come onsite the first day for training***
***Remote work for contractors is at the discretion of management and will be reviewed on an ongoing basis***
***DOT WILL NOT ship their equipment. Candidate will be required to use his/her own equipment until he/she is working onsite full time***
The NC DIT-Transportation is seeking a Mid-Level Specialist resource for an engagement to work with the Service Desk Team. The Service Desk uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serves as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users. Provides an understanding and knowledge of applications serving as a strong base for technical expertise in NCDOT products and programs. Ability to work independently to analyze customer’s needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Follows detailed procedures while making recommendations for routine problem solutions. Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues. Distributes Agency-wide email communications and notices related to technology issues.
Basic Qualifications:
- Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware
- Ability to identify trends and makes suggestions for technical modifications to solve future problems.
- Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction.
- Ability to document solutions that solve client problems and clearly presents these solutions.
- Analysis of technical and user documentation for technical assistance and support.
- Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.
- Demonstrates a customer orientation and effectively communicates verbally and in writing.
- Demonstrates initiative in solving problems associated with projects and daily work.
- Demonstrates knowledge and a working experience with ServiceNow call tracking system.
ServiceNow call tracking system.