Service Support Analyst

2 weeks ago

Raleigh, United States Rishabh RPO Full time
Job DescriptionJob Description

Position Title & Code: Service Support Analyst

Location 1010 Middleton Dr., Raleigh, NC 27603

Complete Description:This position will assist the Infrastructure Team Manager in organizing, servicing and deploying computers, Cisco telephone/network, laptops, printers, copiers, scanner, eFax and other technology for the Health Benefits employees, contractors, and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.

Job Specific Responsibilities:

  • Assist with managing division computers and related equipment and software, including deployment and return of desktops, laptops, printers, and all peripherals.
  • Serve as a delegated administrator for the system responsible for assisting with creating, deactivating, unlocking, and resetting staff accounts. This information creates the outlook email account for our Active Directory called EADS.
  • Provide telephone system support for staff including deploying phones to offices and conference rooms, submitting tickets for phone setup for new and existing staff, and trouble-shooting phone issues for staff. State cell phone deployment and management is an important part of this position.
  • Assist Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.
  • Help track IT Inventory with our WASP Inventory Tracking System and follow established processes.

Knowledge, Skills, and Abilities Required:

  • Excellent verbal and written communication skills
  • Ability to establish and maintain effective working relationships with co-workers, officials, and the public
  • Ability to work independently with minimum supervision
  • Ability to effectively manage multiple tasks and priorities
  • Capable of resolving routine problems based on existing documentation, training, and resources
  • Previous working experience providing technical support
  • Proven ability deploying and configuring desktop and laptop computers, and peripheral devices

Required/Desired Skills

Skill

Required /Desired

Amount of Experience Required

Candidates of Experience

Short Description

IT IT Support, troubleshoot, servicing and deploying computers, Cisco telephone/network, laptops, printers, copiers, scanner, eFax and other technology

Required

2 Years

Active Directory or Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets.

Required

2 Years

Inventory Management of Hardware, laptops, tablets, network equipment, servers and cell phones.

Nice to have

1 Years

First point of contact for troubleshooting and repairs. Excellent customer service, verbal and written communication skills needed.

Required

2 Years

Use of an IT Ticketing System like ServiceNow to resolve requests and document work.

Required

2 Years

Provide telephone system support for staff including deploying phones to offices and conference rooms. Assist network and server teams as needed.

Desired

2 Years

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