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IT Service Desk Agent/Analyst in Raleigh, NC
2 months ago
Hi,
Hope You're Doing Well
This is Paul, and I'm a Sr. Talent Acquisition Coordinator with E-Solutions., a diversity-inclusive global workforce solutions company headquartered in San Jose, California.
Job Title: IT Service Desk Agent/ Analyst
Duration: (1 year ) Contract Highly Possible For An Extension
Location: 3205 Freedom Dr, Charlotte, NC
Interview Mode: In Person Only
***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
Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops
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
Previous experience providing IT support by phone/email
