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Form of workJob Description
Job Title: IT Service Desk Analyst
Location: Charlotte, NC
Duration: 6+ Months
** This is a hybrid position. The candidate will be required to work onsite in Charlotte, NC 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.
Location: Charlotte, NC
Duration: 6+ Months
** This is a hybrid position. The candidate will be required to work onsite in Charlotte, NC 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.
Skills:
- Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, 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
- Previous experience providing IT support by phone/email
