Service Support Analyst- Junior (Remote)

Serigor Inc; Raleigh (NC); Remote; USD 35,000 - 55,000; Full time

Job summary

An innovative firm is seeking a Junior Service Support Analyst to join their remote team. This role is essential for providing first-level IT support, focusing on password resets and ensuring user satisfaction. As part of a dynamic help desk team, you will engage with diverse users, troubleshoot issues, and maintain service quality. With a strong emphasis on customer service and effective communication, this position offers a unique opportunity to develop your IT skills in a supportive environment. If you are passionate about technology and helping others, this role could be the perfect fit for you.

Qualifications

• High school diploma with 1 year of customer service experience required.
• Ability to communicate effectively with diverse personnel.

Responsibilities

• Provide first level support for password resets and inquiries.
• Troubleshoot and categorize issues while prioritizing work.

Skills

Customer Service Orientation

Effective Communication

Microsoft Windows 10

Office 365

Ticketing System Software

Problem Analysis and Diagnosis

Basic Computer Knowledge

Education

High School Graduation

Tools

Ticketing System Software

Job description

Job Title: Service Support Analyst- Junior (Remote)

Location: Raleigh, NC

Duration: 12+ Months

The client is seeking a qualified IT Help Desk Specialist to provide first level support to end users focusing on password resets. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.

An IT Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following:

1. Respond via telephone or electronically to inquiries and requests for password assistance.
2. Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.
3. Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.

This position reports to the Judicial Support Center Supervisor. The work schedule for this full-time position is Monday - Friday from 7:30AM - 4:30PM. This position is a 100% remote work position after training is complete.

Minimum Education And Experience Requirements:

1. Graduation from high school and one (1) year of customer service related experience; or an equivalent combination of education and experience.

Skills:

1. Communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats.
2. Microsoft Windows 10 operating system.
3. Office 365 suite.
4. Ticketing system software.
5. Analyzing and diagnosing user problems.
6. Basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.
7. Experience reading and interpreting hardware and software manuals and provide necessary information to users.