Job Description:

Job Title: Service Support Analyst- Junior (Hybrid)Location: Charlotte, NCDuration: 12+ MonthsJob Description:The IT Service Desk Agent I will provide front line telephoneemail 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 systemsPerform First Contact Resolution (FCR)Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)DevelopMaintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management DatabaseUnderstand and adhere to Incident Management, Request Management, and Knowledge Management policiesTypically handles small initiatives andor assignments independently. May work in an assisting role on larger initiatives andor assignments projects requiring multiple agents and specialist.Skills:SkillRequired DesiredAmountof ExperienceExperience providing support to end users w comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and opsRequired2YearsProvide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)Required2YearsDevelopMaintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management DatabaseRequired2YearsPrevious experience providing IT support by phoneemail.Required2Years