Job title: NC - Meck County - Service Support Analyst- Junior (740561)
Location: 3205 Freedom Dr, Charlotte, NC
Duration: 12+ Months
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).
***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC.
***The max rate for this position is $32.50/hour.
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