The Remote Contract Service Desk Technician for the State of North Carolina provides technical support and troubleshooting services to state employees and agencies. This role involves responding to IT-related issues, managing service requests, and ensuring seamless system operations. Ideal candidates possess strong problem-solving skills, excellent communication abilities, and experience with IT service management tools. This is a contract-based, fully remote opportunity to contribute to the efficiency of state operations while supporting diverse technical needs.

Job Description

Job Overview

We are seeking a skilled Service Desk Technician for a one-year remote contract opportunity with competitive compensation of up to $30 per hour. This role is pivotal in providing comprehensive support and consultation for various technology and information systems…

Key Responsibilities
• Serve as the primary point of contact for customer-reported incidents and service requests, operating in a 24x7x365 environment.
• Deliver advanced technical assistance through phone, email, chat, and ticketing systems while collaborating with the Service Desk management team.
• Troubleshoot and resolve routine and complex technical issues, documenting findings and solutions accurately.
• Foster positive customer interactions by maintaining a high level of service orientation and professionalism.
• Engage with users to gather information necessary for problem resolution and service improvement.

Required Skills
• Exceptional customer service abilities, coupled with advanced technical knowledge to address both routine and intricate tasks.
• Proficiency in IT Service Management applications and familiarity with ITIL methodologies.
• Strong communication skills, both verbal and written, with attention to detail in documentation.
• Advanced troubleshooting capabilities across various systems, including Microsoft Windows, Office Suite, O365, and networking technologies.
• Ability to translate complex technical concepts into understandable terms for non-technical users.

Qualifications
• An associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution.
• A minimum of 2-4 years of relevant experience, or an equivalent combination of education and experience is required.
• Familiarity with ServiceNow and certifications such as HDI Support Center Analyst or ITILv3 Foundation A+ are highly preferred.

Career Growth Opportunities

This position presents a valuable opportunity to enhance your technical skills and customer service expertise within a dynamic IT support environment. Successful candidates may have avenues for advancement and professional development within the organization.

Company Culture And Values

Our organization values teamwork, collaboration, and a commitment to delivering high-quality service to our users. We encourage a proactive approach to problem-solving and support the professional growth of our employees.

Employment Type: Contractor