IT Service Desk Agent

Job title: NC - Meck County - Service Support Analyst- Junior (740561) Location: 3205 Freedom Dr, Charlotte, NC Duration: 12+ Months The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software(O365 & Windows Operating systems) and hardware issues(tablets, desktop, and laptop). ***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC. ***The max rate for this position is $32.50/hour. The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues. Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems Perform First Contact Resolution (FCR) Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Understand and adhere to Incident Management, Request Management, and Knowledge Management policies Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist. Skill Required / Desired Amount of Experience Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops Required 2 Years Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) Required 2 Years Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Required 2 Years Previous experience providing IT support by phone/email Required 2 Years