Help Desk Support
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Job Description



Telecommute:  

Experience:  3 - 5 years

Degree:  BA/BS

Compensation:  Competitive


Help Desk Support:
CCCi has an opportunity for a Help Desk Support position with our client in Raleigh, NC.

Help Desk Support Responsibilities:
- Provide support via phone and email to DOT employees, and other state agencies in North Carolina.
- Record incidents and request using a call tracking system.
- Follow-up via phone and email on existing incidents and request.
- Facilitates routing incidents that cannot be resolved on the Help Desk to two and three tier support
within DOT and in some instances routes incidents to ITS (Information Technology System).
- Identify trends in reoccurring problems and report to appropriate technical staff (this requires awareness
of DOT and ITS security policies, as well as the security issues directly affecting the systems and
technology for which this position is directly involved).
- Assist other Help Desk Analysts as required.
- Work with management and provide analysis for Incident and Problem Management processes,
including quality assurance on tickets and management report.
- Follow detailed procedures while making recommendation for routine problem solutions.
- Instructing users on the basic functionality of desktop applications, such as Outlook, reset user
passwords for all DOT user accounts and assist in the management of the user environment to include
account administration (create/modify Active Directory accounts and other accounts required for an
employee to perform job functions/duties).
- May participate as a project team member and make recommendations for routine problem solutions.

Help Desk Support Requirements:
- Knowledge and experience using HEAT or similar call tracking software.
- Proficient typing, grammar, and spelling skills.
- Experience supporting Microsoft Outlook 2010, Microsoft Windows 2010 and Office 2010 suites
Understanding of Active Directory structure and creation/modification of Active Directory.
- Ability to manage tasks and meet schedules.
- Ability to write technical documentation easily understood by clients.
- Excellent customer service and teamwork skills; willingness to work overtime as needed.

Help Desk Support Desired Qualifications:
- Experience in a DOT or Government environment.

Job Requirements


Call Trakcing System, Information Technology System, Quality Assurance, Problem Solutions, Desktop Applications, Outlook, Active Directory Accounts, HEAT, Microsoft Outlook 2010, Micorsoft Windows 2010, Office 2010 Suites, Technical Documentation, DOT.

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Information Technology
Education 4 Year Degree
Experience Not Specified
Manages Others Not Specified
Industry Internet - ECommerce
Required Travel Not Specified
Job ID 14205MMB
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Help Desk Support


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