NC - Meck County - Service Support Analyst- Junior - Abacus Service Corporation

Engagement Type:
Contract


Short Description:
The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software(O365 & Windows Operating systems) and hardware issues(tablets, desktop, and laptop).


Complete Description:
***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC.

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.
 

Required / Desired 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