- The Client's 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 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.
- Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of call center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
- Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
- Ability to organize and follow more complex and/or detailed technical procedures. - Capable of analyzing and resolving routine problems based on existing documentation, training, and resources. - Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
- Demonstrated sense of ownership, reliability, and urgency.
- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
- Proficient in translating technical issues into understandable terms for non-technical users.
- Associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.
- Understanding of contact center environment and Service Desk role
- Advanced troubleshooting in MS Windows, MS Office suite, network connectivity, mainframe, voice, network printing, email, smartphones & web-based apps
- Ability to organize and follow more complex and/or detailed technical procedures. Required 2 Years
- Capable of resolving routine problems based on existing documentation, training, and resources.
- Translate technical issues into understandable terms for nontechnical users.
- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred. Highly desired
- Experience with ServiceNow is a plus Highly desired
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Service Desk Technician
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Red Zone Resources Inc. Raleigh, United StatesJob Description · Job Description739934 · The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team. · **This is a remote position. This candidate will work either: Sat – Tu ...
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IT Help Desk Technician
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Specialized Recruiting Group - Raleigh-Durham, NC Raleigh, United StatesSpecialized Recruiting Group is seeking an IT Help Desk Technician in the Raleigh, NC area. · Compensation for this position is $18.00-$30.00 per hour depending on qualifications. · Responsibilities Include: · Installation of laptop, desktop, telephone and mobile devices, and IT- ...
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Crescens Raleigh, United StatesJob Title: Service Desk Support · Location: Raleigh, NC · Duration: 11+months · Type: Contract · **This is a remote position** · Job Description:The Client Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests. · Service De ...
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Desktop Support Specialist
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Crescens Raleigh, United StatesJob title : Desktop Support Specialist · Location: Raleigh, NC · Duration : 12+ months · Type : Contract · Short Description: This request is for a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware ...
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NCDIT - Specialist- Mid Level
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Helpdesk Support Specialist
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TEKsystems Raleigh, United States: Position hours: · Saturday/Sunday 6 am - 6 pm · Monday/Tuesday 6 am - 3 pm · 12 state holidays paid · 1 week PTO · *Primary Purpose of the Position · The Service Desk is the 247 single point of contact for customer submitted incidents and service requests. · Service Desk ...
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Expert Specialist
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Calibration Technician I
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Applied Industrial Technologies, Inc. Raleigh, United StatesJob Title: Calibration Technician I - FCX/PCI - Raleigh, NC · Join the Pharmaceutical Calibrations and Instrumentation (PCI) team We are seeking a Calibration Technician that can perform calibration and maintenance on laboratory and general instrumentation onsite at our client ph ...
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Calibration Technician I
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Specialist- Expert
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Serigor Inc Raleigh, United StatesJob Title: · Specialist- Expert · (ONSITE) · Location: · Raleigh, NC · Duration: · 12+ Months · Job Description: · The Client is seeking an Expert Specialist resource for an engagement to work with the Client Services Team. Client Services uses technical expertise and understa ...
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Senior Coordinator, Help Desk
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Lead IT Technician
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Demo - Maximus Raleigh, United StatesJob Summary MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high-quality health and human service programs to a diverse array of communities. Operating under MAXIMUSs f ...
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Medical Assistant
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Security Analyst
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Clinical Support Tech I
1 week ago
UNC Health Care Raleigh, NC, United StatesThis position qualifies for our Nursing Support Incentive Program. The Nursing Support Incentive Program includes $5,000 paid over a three (3) year commitment. Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and ...
Service Desk Technician - Raleigh, United States - Crescens
Description
Job Title: ServiceDesk TechnicianLocation: Raleigh NC
Duration: 12 months
*****The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite. ***The equipment can be mailed.
Job Description;
The User Support Technician II (Service Technician II) is an essential role on the Service Desk, as it is dedicated to handling advanced troubleshooting for state and local employees, private businesses, schools and North Carolina citizens.
Service Desk Technician professionals in Raleigh
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Kelsey Lewis
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Nikolas Azzi
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