NCDIT - Service Support Analyst- Senior
Expert Technology Services
Job Summary (List Format):
- Provide advanced technical support for hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and IT systems to state agencies, universities, and private citizens.
- Maintain and improve service desk Service Level Agreements (SLAs) by supporting incidents and requests through phone, chat, and portal.
- Support NCID (North Carolina Identity Management) Identity Proofing Deployment.
- Serve as a single point of contact for customer-submitted incidents and service requests on a 24x7x365 basis.
- Consult with and provide advanced troubleshooting and instruction to end users for both routine and complex issues.
- Research, analyze, and resolve or escalate non-routine technical problems.
- Document incident details and resolutions in the IT Service Management application using ITIL methodology.
- Deliver high-quality customer service and foster positive customer relationships.
- Communicate technical information clearly to both technical and non-technical users, using excellent verbal and written communication skills.
- Work collaboratively within a call center/service desk environment, following complex technical procedures.
- May be required to work weekends and holidays as needed.
- Utilize advanced troubleshooting skills in Microsoft Windows 7 & 10, Microsoft Office Suite, O365, network connectivity, network printing, email, smartphones, and web-based applications.
- Apply knowledge of contact center operations, ServiceNow platform, and NCID administration.
- Demonstrate ownership, reliability, urgency, and ability to educate customers.
- Meet minimum education/experience requirements: Associate degree in relevant IT field and 2 4 years related work experience (or equivalent combination).
- Provide advanced technical support for hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and IT systems to state agencies, universities, and private citizens.
- Maintain and improve service desk Service Level Agreements (SLAs) by supporting incidents and requests through phone, chat, and portal.
- Support NCID (North Carolina Identity Management) Identity Proofing Deployment.
- Serve as a single point of contact for customer-submitted incidents and service requests on a 24x7x365 basis.
- Consult with and provide advanced troubleshooting and instruction to end users for both routine and complex issues.
- Research, analyze, and resolve or escalate non-routine technical problems.
- Document incident details and resolutions in the IT Service Management application using ITIL methodology.
- Deliver high-quality customer service and foster positive customer relationships.
- Communicate technical information clearly to both technical and non-technical users, using excellent verbal and written communication skills.
- Work collaboratively within a call center/service desk environment, following complex technical procedures.
- May be required to work weekends and holidays as needed.
- Utilize advanced troubleshooting skills in Microsoft Windows 7 & 10, Microsoft Office Suite, O365, network connectivity, network printing, email, smartphones, and web-based applications.
- Apply knowledge of contact center operations, ServiceNow platform, and NCID administration.
- Demonstrate ownership, reliability, urgency, and ability to educate customers.
- Meet minimum education/experience requirements: Associate degree in relevant IT field and 2 4 years related work experience (or equivalent combination).
Vacancy posted 2 days ago
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