Service Support Analyst - Junior

Location: Raleigh, NC
Date Posted: 12-08-2017
Since its founding in 2000, TeleSolv Consulting has been committed to helping organizations solve complex problems. Our solutions integrate sound management principles with the most appropriate technologies to assist senior executives in effectively managing programmatic, schedule, and technical risks.

The Desktop Support Technician is able to work successfully with guidance; cannot provide leadership to others; able to manage simple to medium complexity work efforts.
Duties includes but not limited to:
1. Respond to incoming telephone or email to inquiries and request for assistance.
2. Ask and answer questions to identify problems, categorize issues, prioritize work and provide   advice to end users.
3. Determines the most effective manner to resolve client's issues. Consults with other staff when necessary.
4. Records, update, and assign tickets within our Remedy Ticket System.
5. Resolves Level 1 requests such as password reset.  Elevates complex and/or high priority problems to the appropriate support groups for resolutions.
6. Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
7. Works on projects as assigned by supervisor.
Required Skills:
Customer satisfaction and communications skills
Basic software, hardware and network skills
Call Center/Help Desk skills

Desired Skills:
Problem Solving Skills

Graduation from high school and one year and half in the field of technology related to the position’s role.  Computer course work may be substituted year-for-year for the required experience; or an equivalent combination of education and experience.
Working Conditions:
The majority of work is performed in an office environment or computer room setting.  Occasionally, the technician may be assigned to perform work at one of the NCWorks Career Centers.  This involves day travel to these sites. 
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