Job ID: NC-624557 (93990308)
Helpdesk Analyst with Remedy (must), imaging, software installation, testing and hardware replacement experience
Location: Raleigh, NC (NCDPS)
Duration: 12 months
Interview:In Person only.
Skills Required:
Respond to incoming telephone or email inquiries and request for assistance.Required2Years
Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users.Required2Years
Determines the most effective manner to resolve client’s issues. Consults with other staff when necessary.Required1Years
Records, update, and assign tickets within Remedy Ticket System.Required1Years
Resolve level 1 request such as password resets. Elevates complex and/or high priority problems to the appropriate support groups.Required1Years
Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.Required1Years
Provide level 2 support assistance as needed. This includes installing software, imaging computers, application testing, and hardware replacements.Required1Years
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