Service Desk Analyst – Skillbridge or Military Affiliation Required- Raleigh , NC
Overview
We are looking for a Service Desk Analyst to join our Raleigh, North Carolina (NC) office! This is not a remote position.
Responsibilities
- Troubleshoot, document, and resolve or escalate issues/requests using defined processes/procedures, SLA’s and best practices.
- Ensure a high level of customer satisfaction.
- Identification, research, and resolution of technical problems. Respond to incoming calls, emails, and support requests.
- Document issues follow processes and procedures and monitor open requests to ensure timely and quality resolution.
- Troubleshooting of desktop applications, browser-based tools and mobile apps including user questions, bugs, upgrades, and functionality.
- Troubleshooting of hardware when applicable.
Qualifications
- High School diploma/GED with 3+ years of IT or Helpdesk Experience
- Associates Degree in Information Technology/Systems with 0-3 years of Experience
- Working knowledge of Service Desk ticketing system and/or ServiceNow is a plus
- Strong customer service, technical, documentation and troubleshooting skills
- Understanding of networking technologies
- Experience with Windows 10, MS Office O365 troubleshooting – Windows 11 experience is a plus
- Experience with user provisioning for Active Directory, Exchange, SharePoint and other company applications
- Strong analytical skills; excellent interpersonal and communication skills
- Ability to interact professionally with a diverse group, i.e., managers, subject matter experts, escalation groups and end users
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