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Job Details

Service Desk Analyst

Company name
Alphanumeric Systems, Inc.

Raleigh, NC, United States

Employment Type

Help Desk, It

Posted on
Jan 08,2019

Valid Through
Apr 23,2019

Apply for this job


Provide Service Desk support to external and internal customers and users. Receive, document and track all incoming customer/user calls for immediate remediation and closure. Utilize computer and database information to update incident status. Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.

The shift will be 11 pm to 8 am EST Tuesday to Saturday

Job Requirements

Provide level one service desk support to contracted clients and internal employees

- Use defined procedures for responding to customer calls

- Collect information from caller and document data elements in designated tool

- Maintain records of all calls from customers using designated Service Management tool

- Provide detailed documentation of all steps involved in resolving customer issues

- Escalate issues to the appropriate department and personnel

- Investigate, examine, troubleshoot and solve hardware and software issues quickly

- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers

Provide support and instruction for Microsoft Office suite of products, all versions

- Compile backup status and results of previous day backup jobs for specified customers

- Dispatch support personnel, as required, by customer requests for service

- Monitor and respond to system generated alerts

- Create and decommission Active Directory, Novell and e-mail accounts

- Perform all procedures based on Standard Operating Procedures (SOP’S) with associated testing

- Update Alphanumeric’s knowledgebase for all clients

- Process non-warranty and warranty calls for hardware (example, HP & Dell) and update Configuration Database as required

Unlock and reset passwords for user accounts

- Diagnose and troubleshoot network issues

- Resolve issues for clients using designated remote access too

Education and/or Experience

- Minimum 2 years experience as Service Desk Specialist or equivalent position

- Basic troubleshooting knowledge of hardware devices, printers and Microsoft Office suite of products

Certificates, Licenses, Registrations

- A Certification or equivalent

- Network Certification or equivalent

- Microsoft Office certifications

Company info

Alphanumeric Systems, Inc.
Website :

Company Profile
Alphanumeric Systems has been consistently ranked #1 on the Triangle's annual listing of top "IT Networking Companies" by Triangle Business Journal. Alphanumeric is the region's leading provider of technology solutions for public and commercial clients. We offer solutions in Identity & Access Management, TotalCare Managed Services, Network & Infrastructure Solutions, Lifecycle Management & Support Services and Strategic Sourcing. Along with our partners, we've built strong and successful client relationships based on integrity and the highest level of technical expertise for over three decades nothing speaks more highly of our customer satisfaction.

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