Service Support Analyst- Junior

Oorwin; Charlotte (NC); Hybrid; USD 45,000 - 65,000; Full time

Job summary

HighCloud Solutions is seeking a Service Support Analyst- Junior to join their IT team in Charlotte, NC. This role focuses on delivering first-level support for internal users, managing user identities, and adhering to incident management policies. The ideal candidate will have 2 years of IT support experience and be capable of resolving technical issues via phone and email.

Qualifications

• 2+ years experience providing IT support via phone/email.
• Experience with Active Directory for user management.
• Ability to develop and maintain Knowledge Articles.

Responsibilities

• Provide front line IT support to internal customers.
• Aid users with hardware and software issues.
• Document processes for IT service management.

Skills

Technical support

User identity management

Knowledge management

Job description

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Title Service Support Analyst- Junior Location Charlotte, NC (Hybrid) Duration 3 Months Interview Type Either Webcam Interview or In Person Job Type C2C,W2 Job 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 specialist.

Skill Required / Desired Amount of Experience 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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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