IT Service Desk Agent

Job Title: NC - Meck County - Service Support Analyst- Junior (740561) Location: 3205 Freedom Dr, Charlotte, NC Duration: 12+ Months Job Overview The IT Service Desk Agent I provides front‑line telephone and e‑mail support to internal customers with IT related software (O365 & Windows Operating systems) and hardware (tablets, desktop, and laptop). This hybrid position requires onsite work at least two days per week in Charlotte, NC. The maximum rate for this role is $32.50 per hour. Key Responsibilities Aid customers concerning the use of computer hardware (tablet, desktop, laptop) and software (O365 & Windows Operating systems, enterprise applications, electronic mail, and operating systems); including printing, installation, and maintenance. Perform First Contact Resolution (FCR). Provide operational support for user identity management, username provisioning, system access, and password management (Active Directory). Develop and 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 and may assist on larger projects requiring multiple agents and specialists. Qualifications Experience providing support to end users with computer hardware and software, including printing, installation, enterprise applications, electronic mail, and operating systems (minimum 2 years). Experience providing operational support for user identity management, username provisioning, system access, and password management (Active Directory) (minimum 2 years). Experience developing and maintaining documentation for Knowledge Management Database (minimum 2 years). Previous experience providing IT support by phone/email (minimum 2 years). #J-18808-Ljbffr