Address
Form of work
SalaryTitle: Service Support Analyst- Junior
Location: Charlotte, NC (Hybrid) Contract
Responsibilities
- The IT Service Desk Agent I will provide front line telephoneemail 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.
