Excelraise, LLC is a leading provider of full-service IT solutions and a talent management company headquartered in Denver, CO. At Excelraise, we specialize in IT staffing solutions tailored for government and federal clients across the USA.

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Excelraise, LLC is seeking a Service Support Analyst / Desktop Support Analyst (Remote Job) for our client in Raleigh, NC.

***This is a 100% remote position. However, the candidate must currently live in NC and stay in NC for the duration of the engagement***

The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the NCDIT Manager/Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customer’s immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highway’s Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager/Supervisor with:

Basic Qualifications:

• Good understanding/knowledge of all applications development, maintenance and support across an IT enterprise
• IT experience in a distributed client/server or web services environment or equivalent experience in the IT Profession
• Service/Help desk experience/knowledge for software support with the preference of ServiceNow or an equivalent software solution
• Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows
• Understanding of the Best practices and standards for application processes and security measures to prepare documentation
• Knowledge of specialized computer programming languages; and of coding processes and security measures.
• Ability to evaluate and analyze existing applications and define problems effectively to make recommendations
• Under the direct supervision of the IT Manager/Supervisor, provides support and assistance to users in the use of hardware, application s/w, n/w, etc.
• Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems
• Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document
• Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user’s support, routine maintenance
• Basic Knowledge and understanding of software code maintenance, configuration review and SDLC
• Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts
• Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint)
• Written and verbal communications are clear, concise and achieve intended objectives