Overview
On Site
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Skills
MICROSOFT OFFICE 365
Job Details
Position: L1 Service Desk Analyst
Location: Raleigh NC (Onsite)
Core responsibilities
Initial point of contact: Serve as the first point of contact for internal employees seeking technical assistance for hardware, software, network, and application issues.
Ticket management: Log, prioritize, categorize, and track all incoming incidents and service requests in a ticketing system.
Troubleshooting and resolution: Diagnose and resolve common technical issues on the first call, following standard operating procedures.
Escalation: Escalate unresolved or complex issues to the appropriate second or third-tier technical support teams, ensuring clear communication and providing all relevant details.
User communication: Communicate with users regarding the status of their issues, keeping them informed from the initial report to resolution.
Knowledge base management: Contribute to and utilize the IT knowledge base to find solutions and document resolutions for future reference.
Typical qualifications
Technical knowledge: Working knowledge of common operating systems (e.g., Windows, macOS), basic networking concepts, and standard office applications (e.g., Microsoft Office 365).
Soft skills: Excellent communication and interpersonal skills, a customer-service-oriented approach, and a calm, effective presence.
Problem-solving: Strong analytical and critical-thinking skills to diagnose and resolve issues efficiently.
Multitasking: The ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
Ticketing systems: Familiarity with ITSM and ticketing systems (e.g., Jira, ServiceNow) is often required.
Educational background: While requirements vary, candidates often have an associate's degree, technical certifications, or equivalent experience.
Location: Raleigh NC (Onsite)
Core responsibilities
Initial point of contact: Serve as the first point of contact for internal employees seeking technical assistance for hardware, software, network, and application issues.
Ticket management: Log, prioritize, categorize, and track all incoming incidents and service requests in a ticketing system.
Troubleshooting and resolution: Diagnose and resolve common technical issues on the first call, following standard operating procedures.
Escalation: Escalate unresolved or complex issues to the appropriate second or third-tier technical support teams, ensuring clear communication and providing all relevant details.
User communication: Communicate with users regarding the status of their issues, keeping them informed from the initial report to resolution.
Knowledge base management: Contribute to and utilize the IT knowledge base to find solutions and document resolutions for future reference.
Typical qualifications
Technical knowledge: Working knowledge of common operating systems (e.g., Windows, macOS), basic networking concepts, and standard office applications (e.g., Microsoft Office 365).
Soft skills: Excellent communication and interpersonal skills, a customer-service-oriented approach, and a calm, effective presence.
Problem-solving: Strong analytical and critical-thinking skills to diagnose and resolve issues efficiently.
Multitasking: The ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
Ticketing systems: Familiarity with ITSM and ticketing systems (e.g., Jira, ServiceNow) is often required.
Educational background: While requirements vary, candidates often have an associate's degree, technical certifications, or equivalent experience.
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