Junior Service Support Analyst​/IT Help Desk Specialist

IT Help Desk Specialist

Location:

Remote.

The North Carolina Administrative Office of the Courts (NCAOC) is seeking a qualified IT Help Desk Specialist to provide first level hardware and software support to end users. 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 assistance.
• Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.
• Provide consultation, support, and/or training to clients of computer equipment or other NCAOC based applications.
• Provide routine and non-routine support for a broad range of NCAOC applications or provide in-depth support for a narrowly defined area of technology.
• Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.
• Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task. This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.

This position reports to the 2nd Shift Judicial Support Center Supervisor. The work schedule for this position is Monday - Friday 5:00PM - 2:00AM. The weeks that have a holiday, the candidate will take other days off that are normally worked as to not exceed 40 hours. This position is a remote work position except for the occasional team meetings that are held in the office s shift includes a 1 hour lunch/dinner break.

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, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.

Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.

Minimum education and experience requirements:
Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.

The shift work for this position will include holidays. I've listed the 2024 holidays below:
January 1st, January 15th, March 29th, May 27th, July 4th, September 2nd, November 11th, 28th, and 29th, and December 24th, 25th, and 26th.