Service Support Analyst

Service Support AnalystPosition: RemoteLocation: Training: 901 Corporate Center Drive Raleigh, NC 27607Duration: Long TermPrimary responsibilities include but are not limited to the following:Respond via telephone or electronically to inquiries and requests for assistance.Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.Provide consultation, support, and/or training to clients of computer equipment or other NCAOC based applications.Provide routine and non-routine support for a broad range of NCAOC applications or provide in-depth support for a narrowly defined area of technology.Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.This position reports to the 1st Shift Judicial Support Center Supervisor. The work schedule for this position is Monday - Friday 8:00AM - 5:00PM. This position is a remote work position except for the occasional team meetings that are held in the office at NCJC. This shift includes a 1 hour lunch break.Knowledge, Skills and Abilities / Competencies:Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ivanti ticketing system.Skills in: analyzing and diagnosing user problems; basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.Minimum Education and Experience Requirements:Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.The shift work for this position will include state holidays. The 2024 holidays: January 1st, January 15th, March 29th, May 27th, July 4th, September 2nd, November 11th, 28th, and 29th, and December 24th, 25th, and 26th. Software Technology Inc