IT Service Desk Agent

Job Title: IT Service Desk Agent Location: Charlotte, NC//This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC. Duration: 9+ Months Typical Experience: 12-36 months Description The IT Service Desk Agent I will provide front line telephone\\email support to internal customers with IT related software and hardware issues. Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systemsPerform First Contact Resolution (FCR)Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management DatabaseUnderstand and adhere to Incident Management, Request Management, and Knowledge Management policies Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.