Service Support Analyst- Junior (HYBRID)

Serigor Inc; Charlotte (NC); Hybrid; USD 40,000 - 60,000; Full time

Job summary

A leading IT support company is looking for a Junior Service Support Analyst to provide front-line assistance to internal customers. The successful candidate will handle IT hardware and software issues and support user identity management. This hybrid role allows for flexible working arrangements while ensuring effective support to enhance user experience.

Qualifications

• 2+ years providing IT support via phone/email.
• Experience with user identity management.
• Knowledge in developing/maintaining documentation.

Responsibilities

• Provide front line support for IT related issues.
• Aid customers with computer hardware/software.
• Ensure adherence to Incident Management policies.

Skills

IT support

Hardware support

Software support

Knowledge Management

Customer service

Tools

Active Directory

Job description

Job Title: Service Support Analyst- Junior (HYBRID)
Location: Charlotte, NC
Duration: 12+ Months

Responsibilities:

• 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)
• 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.

Skills:

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