Service Support Analyst - Hybrid

Title: Service Support Analyst - Hybrid

Location: Charlotte, NC, USA

Length: Long term

Restriction: W2 or C2C

Description:

Interview Type: Skype *** Very long term project initial PO for 1 year, expect to go for 4+ years *** *** Hybrid *** onsite at least two days a week

Job Description:

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.

Required Skills:

Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops 2 Years

Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) 2 Years

Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database 2 Years

Previous experience providing IT support by phone/email. 2 Years