Service Support Analyst

Job Description

Job details mentioned below:

​Title: Service Support Analyst (locals only)

Location: Raleigh, NC

Duration: ​12 months contract

Client: Direct Client

Description:

Expected Skills: Able to work without assistance; can provide limited leadership to others; able to manage medium complexity work efforts; may have industry experience.

Description (including, but not limited to):

1. Technical assistance, support, and advice to end users for hardware, software, and systems

2. Hands-on technical and functional assistance to business and technical users

3. Remote technical and functional assistance to business and technical users

Required Skills:

• Respond to incoming telephone or email inquiries and request for assistance.

• Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users.

• Determines the most effective manner to resolve client's issues. Consults with other staff when necessary.

• Determines the most effective manner to resolve client's issues. Consults with other staff when necessary.

• Records, update, and assign tickets within Remedy Ticket System.

• Resolve level 1 request such as password resets. Elevates complex and/or high priority problems to the appropriate support groups

• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.

• Provide level 2 support assistance as needed. This includes installing software, imaging computers, application testing, and hardware replacements.

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines.