Service Support Analyst- Junior

The North Carolina Administrative Office of the Courts (NCAOC) is seeking one qualified IT Help Desk Specialist to provide first level hardware software and application support. This position is Monday Friday from 8:00am 5:00pm INCLUDING HOLIDAYS.

***This is a remote position with an occasional request to report to the office for a shift that includes team meetings. AOC HOLIDAYS are listed at the end of the description***

***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 software and application support to end users.
• This position is critical in promoting a positive customer relationship 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 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 endusers.
• Provide consultation support and/or training to clients of computer equipment or other NCAOC based applications.
• Provide routine and nonroutine support for a broad range of NCAOC applications or provide indepth 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 1st Shift Judicial Support Center Supervisor. The work schedule for this position is Monday Friday 8:00AM 5:00PM.
• This position is a remote work position except for the occasional team meetings that are held in the office at NCJC. This shift includes a 1 hour lunch break.

KNOWLEDGE SKILLS AND ABILITIES / COMPETENCIES:

Knowledge of:

• Microsoft Windows 10 operating system; Office 365 suite; and Ivanti ticketing system.

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 computerrelated experience; or an equivalent combination of education and experience.
• The shift work for this position will include state holidays.
• The 2024 holidays: January 1st January 15th March 29th May 27th July 4th September 2nd November 11th 28th and 29th and December 24th 25th and 26th.