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Walter P Moore
Charlotte, NC, United States
Responsibilities This Desktop Support role is a new position with our Corporate IT team, where results will matter more than experience. You will be the critical link between IT and the customer and you will be an asset from Day One in a group where everyone is given the opportunity to grow as fast as they show the ability to do so. We are lookin
Job Source: Walter P MooreGeorgia IT Inc
Charlotte, NC, United States
Position: Data Analyst Location: Charlotte, NC Duration: Contract Rate: DOE Job Description The data analyst will develop within a custom internal tool a reconciliation engine ETL tool that supports multiple lines of business within client. Most of the development work will be SQL based. Excellent SQL skills is a must have. They will be required t
Job Source: Georgia IT IncBarings
Charlotte, NC, United States
At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our client
Job Source: BaringsGravity IT Resources
Charlotte, NC, United States
Job Title: Service Desk Analyst Location: Charlotte, NC Job-Type: Contract Referral Fee: $500 Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or corp to corp agreements). Position Overview: Gravity i
Job Source: Gravity IT ResourcesInsight Global
Charlotte, NC, United States
Title: Traveling Desktop Support / Field Engineer Location: Charlotte, NC Expected to travel to different sites in the region (Colefax, Stokesdale, Fort Mill) with Charlotte, NC being their home base- up to 50% travel Some international travel may be required for large projects Rate: $25-$35.00/hr Duration: 6 month contract Required Skills and Expe
Job Source: Insight GlobalResource Logistics
Charlotte, NC, United States
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Classify Service Calls according to the specified options • Route problems to 3rd level IT support staff using knowledge base articles Coordinate with level 3 and support staff that provide hardware / software / network problem
Job Source: Resource LogisticsCrescens
Charlotte, NC, United States
Job Title: IT Service Desk Analyst Location: Charlotte, NC Duration: 6+ Months ** This is a hybrid position. The candidate will be required to work onsite in Charlotte, NC at least two days a week** Job Description: The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardw
Job Source: CrescensGeorgia IT Inc
Charlotte, NC, United States
Job Title: Business Analyst Job Location: Charlotte, NC/ Remote Duration: 3 - 6 months Contract U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time Skills and Experience Required: Skills: Bachelor's degree in Finance, Financial Engineering, Computer Science or Statistics 2+ year
Job Source: Georgia IT IncCharlotte, NC, United States
Job title: L2 Desktop Support Analyst
Location: Charlotte, NC(Onsite)
Responsibilities: Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Classify Service Calls according to the specified options
Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
Troubleshoot client software and basic network connectivity problems remotely using Bomgar
Identify, evaluate and prioritize customer problems and complaints
Participate in on-going training and departmental development
Maintain quality standards for incident documentation and phone calls
Skills: Customer-focused
Thorough knowledge of troubleshooting remote access issues
Excellent communication skills, (active listening skills)
Able to articulate and speak with clear voice
Diplomatic and must have interpersonal skills
Able to understand the business's objectives
Able to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
Must have empathy with end users
Team player
Professional code of conduct
Must have a good understanding of the organization
Must have basic technical knowledge of all technology used for the business processes.
Able to deal with stress
Good writing techniques (English)
Good phone techniques (English)
Responsibilities and Duties: Accept & registers Service Calls
Classify Service Calls according to the specified options
Execute 1st attempt to solve the Service Call
Refer Service Call to the appropriate Resolution Owner Support Group
Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
Escalate to the appropriate management level when thresholds are violated.
Close Service Call
Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Report about Service Calls
Communicate response times for dispatched tickets to the customers
Manage the entire service request process ensuring adherence to SLA
Execute service requests such as setting up NT/Outlook accounts as per the SLA
Process and send IT reports
Required Experience, Skills, and Qualifications
Tech Skills: 3 years of Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem-solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007
Knowledge of ITSM ticketing tools such as Remedy, Client Service Center, client Service Center, and ServiceNow
Knowledge of Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Knowledge of Internet browsers (e.g. Explorer, Chrome, Firefox),
Current experience with troubleshooting VPN and remote dial-in user
Support for laptop, desktops, printers, and apple products, and others: Adobe Acrobat and other common desktop applications like Winzip, etc
Experience with troubleshooting VOIP issues
Understanding how to read and collect log files for applications
Experience with remotely installing software using PowerShell
Experience: Helpdesk: 3 years (Required)
3 years of remote troubleshooting experience
2 year of call center experience
Currently A+ certificate or relevant hands-on experience
Email Alert for Desktop Support Analyst at Charlotte, NC. jobs in Charlotte, NC, United States
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