Job ID: NC-617104 (93690121)
Helpdesk Analyst with ServiceNow, networking, Windows/Office/O365, VOIP and application troubleshooting experience
Location: Raleigh, NC (NCDIT)
Duration: 12 months
Interview:Web-cam or In Person
Experience in a call center environment and Service Desk role. Required 3 Years
Experience with ServiceNow is preferred. Highly desired 1 Years
Experience troubleshooting network connectivity and network printing, Required 3 Years
Advanced troubleshooting and problem solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365, Required 3 Years
Experience troubleshooting email, smartphones, VOIP, and web-based applications. Required 3 Years
Experience organizing and follow more complex and/or detailed technical procedures. Required 3 Years
Capable of analyzing and resolving routine problems based on existing documentation, training, and resources. Required 3 Years
Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Required 3 Years
Proficient in translating technical issues into understandable terms for non-technical users. Required 3 Years
Associate’s degree in computer IT, computer technology Integration, networking technology, or related curriculum from an accredited institution Required
Competencies, Knowledge, Skills and Abilities Required in this Position:
Requires excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and documenting details into an IT Service Management application. Enhanced computer literacy is required. Understanding of contact center environment and Service Desk role. Experience with ServiceNow. HDI Support Center Analyst, ITILv3 Foundation, and A+ certification is highly preferred. Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required. Advanced troubleshooting and problem-solving skills in Mainframe, Microsoft Windows 7 & 10, Microsoft Office suite, network connectivity, network printing, email, smartphones, and web-based applications. Ability to organize and follow more complex and/or detailed technical procedures. Capable of resolving routine problems based on available documentation, training, and resources and able to write new knowledge articles. Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. Demonstrated sense of ownership and urgency. Ability to establish proactive relationships with customers, including providing education to customers, as appropriate. Able to convey ideas on non-routine subjects clearly. Translates technical issues into understandable terms for non-technical users. Ability to apply analytical skills to evaluate alternatives and make recommendations.
Education and Experience Required:
Associate’s degree in computer information technology, computer technology Integration, networking technology, or related area from an appropriately accredited institution and 2-4 years of experience in the information technology field related to the position’s role
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