Junior Business Analyst

About

Junior Business Analyst position in Raleigh, NC (Hybrid, onsite 2-3 days/week). This 12-month contract offers potential extension.

Responsibilities

• Provides first and some second-level support for hardware, software, and network issues to law enforcement agencies connected to the DPS/IT network.
• Supported hardware includes PCs and communications equipment; software includes Windows, WebEx, VPN, Active Directory, Office 365, VOIP, NCID, and internal apps.
• Tasks involve logging support activities in Remedy, responding to inquiries, troubleshooting, and escalating complex issues.
• Key duties include evaluating workflows for automation using ServiceNow, resolving Level 1 requests like password resets, verifying solutions, and working on assigned projects.

Requirements

• 3 years of Level-2 IT customer service and technical support
• strong communication skills
• incident management
• documentation
• training abilities
• experience updating ITSM processes

Skills

• 2nd Level Support
• Automation
• Business Analysis
• Communication Skills
• Customer Support/Service
• Desktop Administration
• Documentation
• Hardware Administration
• IT Service Management (ITSM)
• Identify Issues
• Incident Management
• Law Enforcement
• Microsoft Active Directory
• Microsoft Windows Operating System
• Network System Hardware
• Remedy
• ServiceNow
• Software Administration
• Technical Support
• VPN (Virtual Private Network)
• VoIP (Voice over IP)
• WebEx
• Workflow Analysis

About the Company

My3Tech