Junior Business Analyst

Junior Business Analyst

Junior Business Analyst Raleigh, NC (Hybrid, onsite 2-3 days a week) 12 months contract with possibility to extension

Provide customer support for hardware, software, and network issues. Provides first level and some second level computer support for DPS (AC, DJJ, ABC Commission, SBI, PPS, etc.) and various NC Law Enforcement customers connected to the DPS/IT network. Supported hardware includes PCs and communications equipment. Supported software includes (but is not be limited to):
Windows 7, Windows 10, Web Ex Administrator, VPN, Active Directory, Microsoft Office, Microsoft Exchange, Office 365, VOIP, NCID and various internal applications. The employee will log all support activity into the Remedy ticketing system. Support may include general software or hardware questions, account administration, installations, etc.

Includes the following. Other duties may be assigned.

• Respond to incoming telephone or email inquiries and request for assistance.
• Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users.
• Evaluate work flows and identify how we can automate the process using Service Now
• Determines the most effective manner to resolve client's issues. Consults with other staff when necessary.
• Records, update, and assign tickets within our Remedy Ticket System.
• Resolve level 1 requests such as password reset. Elevates complex and/or high priority problems to the appropriate support groups for resolutions.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email followup.
• Works on projects as assigned by supervisor.
• Must be a team player and communicate effectively with others, both orally and in writing.

Required 3 Years has both Level-2 IT customer service and technical support skills.

Required 3 Years listen effectively and gather technical requirements from end-users and technical staff.

Required 2 Years possesses skills to investigate, enter, update, and analyze incident and request tickets for completeness and proper cataloging.

Required 2 Years skilled at writing and updating user documentation.

Required 2 Years capable of producing and providing training.

Required 2 Years skilled in updating processes, such as the IT Incident Management process and other Information Technology Service Management (ITSM) processes.