Junior Service Support Analyst - Remote / Telecommute

We are looking for

• Respond via telephone or electronically to inquiries and requests for assistance.
• Identify problems, categorize issues, prioritize work, troubleshoot, and advise end-users.
• Provide consultation, support, and/or training to clients of computer equipment or other-based applications.
• Provide routine and non-routine support for a broad range of applications or provide in-depth support for a narrowly defined area of technology.
• Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.
• Create, update, and maintain documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status, and to provide instructions for others to follow when performing a task.
• This task also requires knowledge of specialized software such as Microsoft Visio to create diagrams.
• This position reports to the Judicial Support Center Supervisor.

• Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.
• Skills in: analyzing and diagnosing user problems; basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems.
• Ability to: multitask; assess risk and provide mitigation actions; follow established procedures; read and interpret hardware and software manuals and provide necessary information to users; communicate and work with all levels of judicial personnel in the field; communicate effectively in oral and written formats; and maintain and acquire new skills through ongoing research and training.

• Graduation from high school and one (1) year of computer-related experience; or an equivalent combination of education and experience.