Service Support Analyst- Junior

***Candidates are required to have high speed internet and are expect to be available during the hours listed above.***

The North Carolina Administrative Office of the Courts (NCAOC) is seeking a qualified IT Help Desk Specialist to provide first level hardware and software support to end users. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.

An IT Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following:

Respond via telephone or electronically to inquiries and requests for assistance.

Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.

Provide consultation, support, and/or training to clients of computer equipment or other NCAOC based applications.

Provide routine and non-routine support for a broad range of NCAOC applications or provide in-depth support for a narrowly defined area of technology.

Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.

Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.

This position reports to the Judicial Support Center Supervisor. The work schedule for this full-time position is Monday - Friday 8:00 AM - 5:00 PM. This position is a 100% remote work position.

KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:

Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.

Skills in: analyzing and diagnosing user problems; basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.

Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.

Skill

Required / Desired

Amount

of Experience

Microsoft Windows 10 operating system

Required

3

Years

Office 365 suite

Required

3

Years

Ticketing system software

Required

3

Years

analyzing and diagnosing user problems

Required

3

Years

basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems

Required

3

Years

Experience reading and interpreting hardware and software manuals and provide necessary information to users

Required

3

Years

communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats

Required

3

Years