Job ID: NC-699341 (94091208)
(CANCELLED)
Remote Desktop Support Engineer with ServiceNow, Nice CX, HDI Support Center Analyst, ITIL, Windows, voice, mainframe, M365/O365 experience
Location: Raleigh, NC (NCDIT)
Duration: 36 months
SKILLS:
Excellent customer service and interpersonal skills. Required 2 Years
Enhanced computer literacy Required 2 Years
Experience on a Service Desk supporting voice & working with service providers, understanding DIT’s telephony environment & support Required 2 Years
Experience with ServiceNow and or Nice CX One technology Required 2 Years
HDI Support Center Analyst, ITILv3 Foundation A+ certification highly perferred Required 2 Years
Advanced trouble shooting skills with Microsoft Office/Windows 10 Required 2 Years
Subject matter experience in one or more areas including voice, desktop, mainframe, &/or M365. Required 2 Years
Ability to establish proactive relationship with customer and provide training Required 2 Years
This is a remote position.
DIT Service Desk is the 24×7×365 single point of contact for customer submitted incidents and service requests. Service Desk Technician II’s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology based systems located throughout the state agencies and universities, as well as for private citizens. The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.
Required Experience:
– Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
– Enhanced computer literacy is required.
– Understanding of call center environment and Service Desk role.
– Experience with ServiceNow is preferred.
– HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
– Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
– Advanced troubleshooting and problem solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
– Ability to organize and follow more complex and/or detailed technical procedures.
– Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
– 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, reliability, 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.
– Proficient in translating technical issues into understandable terms for non-technical users.
Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.