IT Support Analyst

Nanosoft Consulting Talent Page; Raleigh (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

A consulting company for information technology is seeking a Service Desk Technician II to provide advanced technical support via phone, email, and tickets. The role requires excellent customer service skills, strong interpersonal abilities, and proficiency in troubleshooting various technology issues. Candidates should hold an associate degree in computer information technology and have 2-4 years of relevant experience. This position promotes customer relationships and works under general supervision while focusing on resolving technical problems for users.

Qualifications

• 2-4 years of related work experience or equivalent education and experience.
• Demonstrated sense of ownership, reliability, and urgency.
• Ability to establish proactive relationships with customers.

Responsibilities

• Provide advanced technical support via phone, email, and tickets.
• Research and analyze issues/problems, escalating as necessary.
• Promote a positive customer relationship.

Skills

Customer service orientation

Advanced troubleshooting skills

Effective communication skills

Education

Associate degree in computer information technology

Tools

ServiceNow

Microsoft Office Suite

Microsoft Windows 7 & 10

Job description

Overview

The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technician IIs 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.

Responsibilities

The Service Desk Technician 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.

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.