IT Service Desk Agent
: Job Details :

Job title: NC - Meck County - Service Support Analyst- Junior (740561) Location: 3205 Freedom Dr, Charlotte, NC Duration: 12+ Months The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software(O365 & Windows Operating systems) and hardware issues(tablets, desktop, and laptop). ***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC. ***The max rate for this position is $32.50/hour. 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. Skill Required / Desired Amount of Experience Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops Required 2 Years Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) Required 2 Years Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Required 2 Years Previous experience providing IT support by phone/email Required 2 Years