Job ID: NC-740561 (93290702)
Hybrid/local Business Analyst (12+) with Active Directory, software/hardware and FCR experience
Location: Charlotte, NC (Mecklenburg County – Information Technology Services – Technical Services)
Duration: 12 Months
Position: 1(2)
***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC.
Skills:
Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops Required 2 Years
Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) Required 2 Years
Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Required 2 Years
Previous experience providing IT support by phone/email Required 2 Years
Description:
The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.
• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies
Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialists.