Service Desk Analyst – Skillbridge or Military Affiliation Required- Raleigh , NC - Military Veterans

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
  
  

#ZR

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