Overview
Hybrid
$30 - $35
Accepts corp to corp applications
Contract - W2
Contract - Independent
Skills
A+
Call Center
Computer Literacy
Computer Networking
Service Desk Management
Technical Support
Service Desk
Microsoft Office
ITIL
Microsoft Windows 7
Network
Information Technology
Job Details
Role: User Support Technician II
Location: Raleigh, NC
Work Mode: Hybrid
Employment Type: Contract
Travel Required: No
Interview Mode: Video Only
Salary: Market Rate
Req ID: 755493
Location: Raleigh, NC
Work Mode: Hybrid
Employment Type: Contract
Travel Required: No
Interview Mode: Video Only
Salary: Market Rate
Req ID: 755493
Job Description:
The Service Desk is the 247x365 single point of contact for customer-submitted incidents and service requests. Service Desk Technician II s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other IT-based systems for state agencies, universities, and private citizens.
The Service Desk is the 247x365 single point of contact for customer-submitted incidents and service requests. Service Desk Technician II s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other IT-based systems for state agencies, universities, and private citizens.
The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. Responsibilities include researching and analyzing issues/problems, soliciting relevant information from users to describe non-routine problems, and resolving or escalating them as necessary.
This role is critical in promoting positive customer relationships and requires a high level of customer service orientation, strong interpersonal skills, and advanced troubleshooting skills. You may be required to work weekends and holidays, as needed.
Required Experience:
- Excellent customer service skills and advanced technical knowledge to independently work on routine and complex tasks.
- Enhanced computer literacy and understanding of the call center environment and Service Desk role.
- Preferred experience with ServiceNow.
- Certifications like HDI Support Center Analyst, ITILv3 Foundation, and A+ certification are highly preferred.
- Proficiency in Microsoft Windows 7 & 10, Microsoft Office suite, O365, network connectivity, network printing, email, smartphones, and web-based applications.
- Strong troubleshooting, problem-solving skills, and ability to organize and follow technical procedures.
- Demonstrated sense of ownership, reliability, and urgency.
- Ability to establish proactive relationships with customers and effectively translate technical issues into understandable terms for non-technical users.
Minimum Education and Experience Requirements:
- Associate degree in computer information technology, computer technology integration, networking technology, or a related curriculum from an appropriately accredited institution, and 2-4 years of related work experience; or an equivalent combination of education and experience.
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