Job Overview
We are seeking a dedicated and skilled Service Desk Technician for an exciting contract opportunity with the State of North Carolina. This position offers the flexibility of remote work with a competitive W-2 rate of up to $30 per hour for a duration of one year.
The successful candidate will be responsible for providing exemplary technical support as part of the 24/7 DIT Service Desk, acting as the primary point of contact for incident resolution and service requests from various state agencies, universities, and private businesses.
Key Responsibilities
• Deliver advanced technical assistance through multiple channels including phone, email, chat, and ticketing systems.
• Engage in thorough research and analysis to troubleshoot and resolve both routine and complex issues.
• Document all incidents and solutions within an IT Service Management application, adhering to ITIL best practices.
• Foster a positive customer experience through exceptional service and effective communication.
• Work flexible hours, including weekends and holidays, as required.
Required Skills
• Exemplary customer service skills, coupled with the ability to apply advanced technical knowledge to manage a range of tasks independently.
• Proficient computer literacy, with a strong understanding of service desk functions and a contact center environment.
• Strong troubleshooting capabilities in areas such as Microsoft Windows, Office Suite, O365, desktop hardware and software, and network connectivity.
• Effective verbal and written communication skills, including proficient typing, grammar, and spelling.
• Ability to follow detailed technical procedures and demonstrate a proactive approach to problem resolution.
Qualifications
• A minimum of an associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution.
• At least 2-4 years of relevant experience in technical support or a related area, or an equivalent combination of education and experience.
• Preferred certifications include HDI Support Center Analyst and ITILv3 Foundation A+, with experience in ServiceNow being highly advantageous.
Career Growth Opportunities
This role presents an excellent opportunity for professional development within the IT support domain. The experience gained will pave the way for potential advancement in technical support and management roles.
The company is recognized for its commitment to fostering a collaborative and supportive work environment, enabling team members to build meaningful professional networks and enhance their career trajectories.
If you possess the requisite skills and a passion for customer service in the tech industry, we encourage you to apply for this impactful role.
Employment Type: Contractor
