Onsite Helpdesk Analyst with Customer Service, Troubleshooting, Webex, Zoom, MS Teams, LMS, ITIL Framework and ServiceNow experience

Job ID: NC-669286 (92690119)

Onsite Helpdesk Analyst with Customer Service, Troubleshooting, Webex, Zoom, MS Teams, LMS, ITIL Framework and ServiceNow experience

Location:Pembroke, NC. (UNCP)
Duration: 12 months
Interview: Either Webcam Interview or In Person
***This position will work full time onsite in Pembroke, NC.

Help Desk Experience Required 3 Years
Customer Service Experience Required 3 Years
Troubleshooting Experience (such as Networking, Hardware, Software, Email, Mobile Devices, Windows and Apple OS) Required 3 Years
IT Service Management Tool (such as ServiceNow) Required 3 Years
Collaboration Tools (such as Webex, Zoom, Microsoft Teams) Desired 2 Years
Communication Skills (Active Listening, Written, Oral) Desired 3 Years
Remote Support (such as Beyond Trust Remote Support) Desired 2 Years
Learning Management System Troubleshooting Experience (such as Canvas) Desired 2 Years
ITIL Framework Understanding Desired 2 Years

Help Desk Support Analyst – Expeditor

This position will support the daily Help Desk operations. They will provide technical and second-tier support and consultation to clients in the use of university technologies. The analyst will respond to walk up, telephone, email, and Incident Management tracking system requests for support. This position requires a basic knowledge and understanding of a wide variety of technologies to effectively support users’ technical needs. The position normally interacts with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical support. The expeditor will be responsible for ensuring high customer satisfaction and communication throughout the entire ticket lifecycle.

Expected Skills: Excellent customer service, able to work without assistance, able to manage medium complexity work efforts, onsite help desk operation, remote desktop support (Windows and macOS), firm understanding of ITIL framework, experience with industry-standard ITSM tools (ServiceNow preferred), excellent verbal and written communication skills, diverse experience in supporting technologies in higher education. Must be able to lift 50 lbs without assistance.

Ideal candidates will have prior experience in Higher Education Help Desk support units. Specifically including:
Proven Customer Service experience, with a focus on quality user experiences.
Extensive ITSM experience, specifically ServiceNow.
Excellent communication skills, including listening, verbal, and written. Must be able to translate between customer issues into technical terms.
Remote Support tools, specifically BeyondTrust Remote Support.
Basic network troubleshooting experience (wireless and wired). Experience with Cisco ISE preferred.
Basic understanding of desktop support with macOS and Windows, including limited hardware, printing, and peripheral support.
Software application support, including Office 365, Cisco Webex, Learning Management Systems and other related enterprise applications.
Basic understanding of classroom support, specifically with Crestron control systems and hybrid learning environments (Cisco Webex hardware).
Experience supporting Learning Management Systems (such as Canvas).


AE 669286.docx

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