Remote Contract Service Desk Tech – State of NC

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