Help Desk Support Specialist opening in North Carolina. Provide Tier 1/ Tier 2 level support and convey resolutions to end user issues via ITSM in a hybrid work environment; answering all incoming helpdesk calls; resolve end-user issues/requests within SLA; provide the highest level of service to end users; perform ongoing maintenance to end-user systems; reviewing data produced, analyze data, and come up with strategies to configure use case and proactively resolve issues. Ideal candidate has 2+ years of IT helpdesk experience and working with ITSM systems; experience in using tools like remote desktop control and system management; experience analyzing system logs, events, and monitoring alerts; experience with diagnosing, resolving, and delivering root cause analysis for automatic alerts, issues, and incidents; experience with identifying and investigating reoccurring issues and escalating/collaborating with the necessary support groups to address them (e.g., Network, SCCM, Security, Service Desk, Onsite Support); experience with Windows 10/11 and show proficiency in differentiating problems at each OSI layer. Salary $open. (SH12422)
