NCDIT - Specialist- Junior

The User Support Technician II (Service Technician II) is an essential role on the Service Desk, as it is dedicated to handling advanced troubleshooting for state and local employees, private businesses, schools and North Carolina citizens. **This is a remote position.

The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technician II’s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology-based systems located throughout the state agencies and universities, as well as for private citizens. The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.

Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.

• Enhanced computer literacy is required.
• Understanding of call center environment and Service Desk role.
• Experience with ServiceNow is preferred.
• HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
• Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
• Advanced troubleshooting and problem-solving skills in Microsoft Windows 7& 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
• Ability to organize and follow more complex and/or detailed technical procedures.
• Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
• Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
• Demonstrated sense of ownership, reliability, and urgency.
• Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
• Proficient in translating technical issues into understandable terms for non-technical users.

Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions., IT Service Desk experience Required 3 Years Excellent customer service and interpersonal skills Required 3 Years Experience supporting voice and working with 3rd party service providers Required 3 Years Experience using ServiceNow and Nice CXOne Required 3 Years Excellent written and verbal skills Required Understand customer needs and how to prioritize work Required Strong computer skills . Required

InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.