Job Description :
Hi,

Please find my Direct Client job Requirement for your Consideration.

Title: Sr Service Support Analyst
Location: Raleigh, NC
Duration: 12 Months

Job 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.

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
Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing NCDOT employees.
Is able to use the information provided to assess data and application access. Is able to troubleshoot data and application access issues and adjust Active Directory properties as needed
Distributes Agency-wide email communications and notices related to technology issues
Maintains mainframe printer node configurations
Serves as project team member and makes recommendations for routine problem solutions
Work on special projects which require planning of how, when and who the task will be preformed
Refers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questions
Provides basic support of hardware, software, applications, NCDOT internal and external users
Serves as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users
Instructs users via phone and/or email on the basic functionality of desktop applications
Follows detailed procedures while making recommendations for routine problem solutions
Enters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues
Communicates effectively in oral and written formats
Promotes a positive customer relationship while working with other Helpdesk staff and high level Analyst and Specialists
Schedules and Facilitates daily operations status calls
Initiates Major Incident Process (MIP) communications and conference bridges
Maintains Major Incident Logs
Maintains employee directory

Required / Desired Skills
Skill Required / Desired Amount of Experience
Excellent verbal and written communication skills Highly desired 5 Years

Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windowns, Office 2010/2013/2016, O365. Highly desired 5 Years
Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accounts Highly desired 5 Years
Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers. Required 5 Years
Excellent Customer service and teamwork. Required 5 Years
Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware Required 5 Years
Ability to identify and understand reoccurring problems and recommends solutions. Required 5 Years
Ability to follow complex and/or detailed technical procedures. Required 5 Years