IT Service Support Analyst- Expert (NC07)

The client is seeking a candidate who will work with the Service Desk Team.

The ideal candidate will work independently to analyze customer’s needs and resolve technical problems; manage time to meet schedules and prioritize tasks according to customer needs.

The ideal candidate will communicate highly technical information to non-technical users and troubleshoot hardware and software problems involving local area networks and personal computer systems.

The ideal candidate will manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions.

The ideal candidate will support end user password resets and instructs users via phone and/or email on the basic functionality of desktop applications.

The ideal candidate will follow detailed procedures while making recommendations for routine problem solutions.

The ideal candidate will take calls from end users verifying their identity, demographics and communicating effectively to understand their request.

The ideal candidate will enter information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues.
The ideal candidate will proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.

The ideal candidate will take ownership of customer problems and works with a sense of urgency to resolve incidents and problems.

The ideal candidate will provide updates on work progress to the customer and others using call tracking system.

The ideal candidate will stay abreast of current technology in a changing environment.

The ideal candidate will identify emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.

The ideal candidate will use extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.

The ideal candidate will work with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).

The ideal candidate will work with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.

The ideal candidate will work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Job Types: Full-time, Contract, Temporary

Pay: $29.00 – $32.00 per hour

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Application Question(s):

  • Can you work on a W2 or 1099?
  • What is your desired contracted hourly rate?

Experience:

  • Resolve routine and non-routine issues: 7 years (Preferred)
  • Identify trends: 7 years (Preferred)
  • Consult with clients and other IT professionals: 7 years (Preferred)
  • Document solutions that solve client problems: 7 years (Preferred)
  • Analysis of technical and user documentation: 7 years (Preferred)
  • Solving problems associated with projects and daily work: 7 years (Preferred)
  • ServiceNow call tracking system: 7 years (Preferred)

Work Location: Remote