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Service Support Analyst- Senior
Ref No.: 18-24086
Location: Raleigh, North Carolina
Title:Service Support Analyst- Senior (574075)
Location: Raleigh, NC
Duration: 12 Months

Job Description:
The purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system.  May provide routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined area of technology.

  • Performs account administration (create/modify Active Directory accounts, Exchange 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 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
  • Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers.
  • 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.
  • Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windowns, Office 2010/2013/2016, O365.