IT Service Desk Analyst - Charlotte, United States - Crescens

Description

Job Title: IT Service Desk Analyst
Location: Charlotte, NC
Duration: 6+ Months

** This is a hybrid position. The candidate will be required to work onsite in Charlotte, NC at least two days a week**

Job Description:
The IT Service Desk Agent I will provide front line telephoneemail support to internal customers with IT related software and hardware issues.

• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies
• Typically handles small initiatives and/or assignments independently.
• May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.

Skills:

• Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Previous experience providing IT support by phone/email