Service Support Analyst

Position : Service Support Analyst

Location : Raleigh, NC (State of NC)

Duration 12 Months

Short Description:

The purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system. May provide routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined area of technology.

• Performs account administration (create/modify Active Directory accounts, Exchange accounts, NCID accounts and other user accounts).

• Is able to use the information provided to assess data and application access.

• Maintains mainframe printer node configurations

• Work on special projects which require planning of how, when and who the task will be preformed

• Provides basic support of hardware, software, applications, NCDOT internal and external users

• Instructs users via phone and/or email on the basic functionality of desktop applications

• Enters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues

• Promotes a positive customer relationship while working with other Helpdesk staff and high level Analyst and Specialists

• Initiates Major Incident Process (MIP) communications and conference bridges

• Maintains employee directory

All your information will be kept confidential according to EEO guidelines.