Desktop Support Engineer - Raleigh, United States - JSM Consulting

Description

The DIT Service Desk is the 24×7x365 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 information technology-based systems located throughout the state agencies and universities as well as for private citizens.

The Service Desk Tech II provides advanced technical support via phone email and tickets working under the general supervision of the Service Desk management team.

Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level.

This position is critical in promoting a positive customer relationship and requires a high customer service orientation strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population.

This position may be required to work weekends and holidays as needed.
Required Experience - Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and