Service Support Analyst

Job ID: NC-601559(93990711)

Service Support Analyst

Location: Raleigh,NC(NCDPS)

Duration: 12 months
Interview:In-person only

Skill Required / Desired Amount of Experience
Respond to incoming telephone or email inquiries and request for assistance. Required 2 Years
Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users. Required 2 Years
Determines the most effective manner to resolve client’s issues. Consults with other staff when necessary. Required 1 Years
Records, update, and assign tickets within Remedy Ticket System. Required 1 Years
Resolve level 1 request such as password resets. Elevates complex and/or high priority problems to the appropriate support groups. Required 1 Years
Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up. Required 1 Years
Provide level 2 support assistance as needed. This includes installing software, imaging computers, application testing, and hardware replacements. Required 1 Years

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


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