Service Support Analyst (Onsite)
Raleigh, NC
Contracted
Experienced
Job Title: Service Support Analyst (Onsite)
Location: Raleigh, NC
Duration: 12+ Months
Description (including, but not limited to):
Expected Skills: Able to work without assistance; can provide limited leadership to others; able to manage medium complexity work efforts; may have industry experience.
Skills:
Location: Raleigh, NC
Duration: 12+ Months
Description (including, but not limited to):
- Technical assistance, support, and advice to end users for hardware, software, and systems.
- Hands-on technical and functional assistance to business and technical users.
- Remote technical and functional assistance to business and technical users.
Expected Skills: Able to work without assistance; can provide limited leadership to others; able to manage medium complexity work efforts; may have industry experience.
Skills:
| Skill | Required/Desired | Amount | of Experience |
| Respond to incoming telephone or email inquiries and request for assistance. | Required | 2 | Years |
| Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users. | Required | 2 | Years |
| Determines the most effective manner to resolve client's issues. Consults with other staff when necessary. | Required | 1 | Years |
| Records, update, and assign tickets within Remedy Ticket System. | Required | 1 | Years |
| Resolve level 1 request such as password resets. Elevates complex and/or high priority problems to the appropriate support groups. | Required | 1 | Years |
| Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up. | Required | 1 | Years |
| Provide level 2 support assistance as needed. This includes installing software, imaging computers, application testing, and hardware replacements. | Required | 1 | Years |
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