REQUIRED SKILLS & EXPERIENCE

• Excellent customer service orientation with advanced technical troubleshooting ability.
• Strong communication skills (verbal and written), including proficient typing, grammar, and spelling.
• Experience supporting:
• Microsoft Windows 7 & 10
• Microsoft Office Suite & O365
• Desktop hardware/software
• Network connectivity & network printing
• Email, smartphones, and web-based applications
• Familiarity with ITIL methodology and ServiceNow (preferred).
• HDI Support Center Analyst, ITILv3 Foundation, or CompTIA A+ certifications (highly preferred).
• Ability to follow complex technical procedures and resolve routine problems independently.
• Strong organizational, analytical, and problem-solving skills.
• Proven ability to translate technical issues into understandable terms for non-technical users.

EDUCATION & EXPERIENCE

• Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related field from an accredited institution; and 2–4 years of related IT support experience; OR
• Equivalent combination of education and experience.
  Job Types: Full-time, Contract
  Pay: $37.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Experience:

• Understanding of contact center environment: 2 years (Required)
• curriculum design and developing training materials: 3 years (Required)
• NC Medicaid Program : 3 years (Required)
• Adobe Articulate & Camtasia, MS Teams, Microsoft products: 3 years (Required)

Work Location: In perso

ABOUT THE ROLE:

The NC Department of Information Technology (NCDIT) Service Desk is the single point of contact for incidents and service requests across state agencies, universities, and private citizens. Due to increased demand, we are seeking a Service Desk Technician II contractor to maintain and improve SLAs, support incidents and requests via phone, chat, and portal, and assist with the NCID Identity Proofing Deployment.
This position requires a customer-focused IT professional with strong troubleshooting skills, advanced technical knowledge, and the ability to thrive in a high-volume service desk environment.

KEY RESPONSIBILITIES

• Provide advanced technical support via phone, email, chat, and tickets.
• Troubleshoot and resolve complex issues related to hardware, software, operating systems, telephony, unified communications, networking, and identity management.
• Escalate unresolved issues to higher-tier support when needed.
• Document incidents and resolutions in ServiceNow or other ITSM tools, following ITIL methodology.
• Maintain a high level of customer satisfaction and promote positive customer relationships.
• Support NCID Identity Proofing deployment.
• Participate in 24×7×365 coverage, including weekends and holidays as required.