NCAOC - Service Support Analyst- Junior

Job Description

Job Description

The North Carolina Administrative Office of the Courts (NCAOC) is seeking a qualified IT Help Desk Specialist to provide first level support to end users focusing on password resets. 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 password assistance.

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

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

This position reports to the Judicial Support Center Supervisor. The work schedule for this full-time position is Monday - Friday from 7 : 30AM - 4 : 30AM. This position is a 100% remote work position after training is complete.

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 to assist users with problems.

Ability to : multitask; follow established procedures; communicate and work with all levels of judicial personnel in the field; and communicate effectively in oral and written formats.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS :

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