Job Description :
Title: Service Support Analyst
Location: Raleigh, NC, United States
Length: Long term


Interview Type: In person

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 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

Required Skills

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