What are the responsibilities and job description for the Service Support Analyst- Mid Level position at California Creative Solutions Inc.?
Position Overview :
This position is on-site and will assist the Infrastructure Team Manager in organizing, servicing and deploying computers, Cisco telephone / network, laptops, printers, copiers, scanners, eFax, and other technology for the Division of Health Benefits (DHB) employees, contractors, and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.
Job Specific Responsibilities :
Assist with managing division computers and related equipment and software, including deployment and return of desktops, laptops, printers, and all peripherals.
Serve as a delegated administrator for the North Carolina ID (NCID) system responsible for assisting with creating, deactivating, unlocking, and resetting DHB staff NCID accounts. This information creates the outlook email account for our Active Directory called EADS.
Provide telephone system support for DHB staff including deploying phones to offices and conference rooms, submitting tickets for phone setup for new and existing staff, and troubleshooting phone issues for DHB staff. State cell phone deployment and management is an important part of this position.
Assist DHB Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.
Help track DHB IT Inventory with our WASP Inventory Tracking System and follow established processes.
Knowledge, Skills, and Abilities Required :
To receive credit for all your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all the following :
Excellent verbal and written communication skills
Ability to establish and maintain effective working relationships with coworkers, officials, and the public
Ability to work independently with minimum supervision
Ability to effectively manage multiple tasks and priorities
Capable of resolving routine problems based on existing documentation, training, and resources
Previous working experience providing technical support
Proven ability to deploy and configure desktop and laptop computers, and peripheral devices
Required :
Skill Required / Desired Amount of Experience IT Support, troubleshooting, servicing and deploying computers, Cisco telephone / network, laptops, printers
First point of contact for troubleshooting and repairs. Excellent customer service, and verbal and written communication skills are needed.
Deploy IT equipment, laptops and peripherals for DHB Staff on campus. We have three worksites that we provide IT support coverage for.
Be able to assist our DHB users through the successful completion of their IT issue by moving the issue through any of the 4 levels of IT Support
Nice to Have :
Active Directory or NCID Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets.
Use of an IT Ticketing System like ServiceNow to resolve requests and document work.
Provide telephone system support for DHB staff including deploying phones to offices and conference rooms. Assist network and server teams as needed.
Inventory Management of Hardware, laptops, tablets, network equipment, servers and cell phones.
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