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End User Support Technician

Novalink Solutions LLC
Raleigh, NC Full Time
POSTED ON 1/17/2025
AVAILABLE BEFORE 4/15/2025

Job Description

The User Support Technician II (Service Technician II) is an essential role on the Service Desk, as it is dedicated to handling advanced troubleshooting for state and local employees, private businesses, schools and North Carolina citizens.

  • The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite.
  • The equipment can be mailed.

The DIT 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 Experience :

  • Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
  • Enhanced computer literacy is required.
  • Understanding of call center environment and Service Desk role.
  • Experience with ServiceNow is preferred.
  • HDI Support Center Analyst, ITILv3 Foundation A certification highly preferred.
  • Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
  • Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware / software, network connectivity, network printing, email, smartphones, and web-based applications.
  • Ability to organize and follow more complex and / or detailed technical procedures.
  • Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
  • Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
  • Demonstrated sense of ownership, reliability, and urgency.
  • Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
  • Proficient in translating technical issues into understandable terms for non-technical users.

    • Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.

    Skill

    Required / Desired

    Amount

    of Experience

  • Understanding of contact center environment and Service Desk role

    • Required

    Years

    Advanced troubleshooting in MS Windows, MS Office suite, network connectivity, mainframe, voice, network printing, email, smartphones & web-based apps

    Required

    Years

  • Ability to organize and follow more complex and / or detailed technical procedures.

    • Required

    Years

  • Capable of resolving routine problems based on existing documentation, training, and resources.

    • Required

    Years

    Translate technical issues into understandable terms for non-technical users.

    Required

    Years

  • HDI Support Center Analyst, ITILv3 Foundation A certification highly preferred.

    • Highly desired

  • Experience with ServiceNow is a plus

    • Highly desired

    Requirements

    Skill Required / Desired Amount of Experience Proven work experience with enterprise data governance Required 3 Years Proven work experience with the OneTrust platform (Data Mapping, Data Discovery, Data Catalog, Assessments) Required 2 Years Proven work experience creating documentation for internal and external audiences, technical and business audiences Required 3 Years Proven work experience supporting the creation and presentation of knowledge and training Required 3 Years

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