Service Support Analyst (REMOTE)

Job Description:

• 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.

Required Skills/Experience:

• Experience providing excellent customer service skills using ITIL methodology Required 2 Years
• Experience working in a call center environment and Service Desk role Required 2 Years
• ServiceNow experience Desired
• HDI Support Center Analyst, ITILv3 Foundation A certification highly preferred Highly desired
• Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365 Required 2 Years
• Troubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications. Required 2 Years

Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!

#ASTHIGH

Job Type: Contract

Pay: $24.00 - $26.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• Are you a US citizen or permanent resident?

Experience:

• ITIL: 2 years (Preferred)
• Call center: 2 years (Preferred)
• ServiceNow: 2 years (Preferred)
• Software troubleshooting: 2 years (Preferred)

License/Certification:

• HDI Certification (Preferred)
• ITIL Certification (Preferred)
• CompTIA A (Preferred)

Location:

• Raleigh, NC (Required)

Work Location: Remote