Helpdesk Analyst

Post Date

Apr 12, 2024


North Carolina

ZIP/Postal Code

Jul 20, 2024 Insight Global

Job Type



Help Desk

Req #


Pay Rate

$19 - $29 (hourly estimate)

Job Description

Day to Day

The North Carolina Administrative Office of the Courts (NCAOC) seeks a qualified Help Desk Specialist to provide first level hardware and software support to end users. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population. This person will be fielding calls from government officials and helping them learn how to use new systems, reset passwords, and other tier 1 help desk issues. You will be expected to yield 20-80 calls a day.

A Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following:

* Respond via telephone or electronically to inquiries and requests for assistance.

* Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.

* Provide consultation, support, and/or training to clients of computer equipment or other NCAOC based applications.

* Provide routine and non-routine support for a broad range of NCAOC applications or provide in-depth support for a narrowly defined area of technology.

* Coordinate with other Help Desk team members to resolve problems and dispose of tickets within Service Level Agreements (SLA) guidelines.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected].

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Required Skills & Experience

* 3+ years of help desk support experience in a Windows Environment

* Ticketing system experience (Service Now, Remedy, ETC)

* Strong communication and professionalism

* Ability to work independently and problem solve effectively

Nice to Have Skills & Experience

* State Government experience

* 1+ year of Active Directory experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.