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


Interview Type: Skype

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, internal and external users
Serves as a technical resource on all of 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 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.