Charlotte, North Carolina, United States · On-site
Job DetailsJob Location: Charlotte, NC - Charlotte, NCPosition Type: Full TimeEducation Level: 2 Year DegreeTravel Percentage: NoneJob Shift: DayJob Category: Information TechnologyMiles Enterprise Solutions is an emergi…
Skills: Technical support, Remote troubleshooting, Ticketing system, ITSM, Customer service
Charlotte, North Carolina, United States • On-site
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The Level 1 Service Desk Support Analyst serves as the primary point of contact for technical assistance, performing remote troubleshooting and managing helpdesk tickets. They are responsible for resolving technical issues, guiding users through authentication processes, and escalating unresolved problems to higher support tiers.
Candidates must have a high school diploma or equivalent, with an associate or bachelor degree in IT or a related field preferred. A minimum of 1-2 years of experience in a technical support or service desk role is required, along with proficiency in ITSM platforms and remote diagnostic techniques.
Job DetailsJob Location: Charlotte, NC - Charlotte, NCPosition Type: Full TimeEducation Level: 2 Year DegreeTravel Percentage: NoneJob Shift: DayJob Category: Information TechnologyMiles Enterprise Solutions is an emerging professional services company that helps clients transform business operations and technology models for the digital era. Our industry-based consultative approach supports clients in building and operating more innovative, efficient businesses. Headquartered in Charlotte, North Carolina, Miles helps organizations drive transformation and innovation. Learn more at www.milesenterprise.com. We are proud of our commitment to workplace excellence.
Miles Enterprise Solutions seeks a Level 1 Service Desk Support Analyst to support a public sector client. The ideal candidate will have prior service desk experience and a strong commitment to customer service.
Level 1 Service Desk Duties and Requirements
Serve as the first point of contact for customers requesting technical assistance by phone.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Respond to IT support requests through the ticketing system.
Create, maintain, and monitor help desk tickets, ensuring accurate entry in the ITSM platform.
Determine appropriate solutions based on the issue and information provided by customers.
Maintain strong technical proficiency in personal computing and application support.
Guide customers through the multi-factor authentication process.
Escalate unresolved issues to the appropriate next-level support personnel.
Identify and recommend process improvements.
Share customer feedback and suggestions with the appropriate internal team.
High school diploma or equivalent required.
Associate or bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
A minimum of one to two years of experience in a service desk or technical support role is required.
Experience providing Tier 1 telephone support is preferred
Prior experience in a government agency or call center environment is preferred.
Proficiency in remote troubleshooting and diagnostic techniques.
Familiarity with IT Service Management platforms for ticket creation and tracking.
Strong knowledge of personal computing, operating systems, and application support.
Basic understanding of networking principles and internet connectivity.
Excellent verbal and written communication skills.
Strong customer service focus with an emphasis on problem-solving and resolution.
Ability to assist frustrated or upset customers with professionalism and empathy.
Strong organizational skills and attention to detail.
Ability to work effectively in a team-oriented environment.
Excellent time-management skills with the ability to prioritize tasks effectively.
Miles Enterprise Solutions is an Equal Opportunity Employer and is committed to maintaining a workplace free from discrimination. The Company does not discriminate on the basis of individual differences, including age, disability, ethnicity, gender, gender identity or expression, religion, or sexual orientation. Miles Enterprise Solutions recognizes that a diverse workforce strengthens innovation, enhances competitiveness, and supports the Company’s ability to serve its clients and communities effectively.
All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other status protected by applicable federal, state, or local law.
Miles Enterprise Solutions is also committed to providing employment opportunities for veterans, including service men and women. Additional information is available upon request in the Miles Equal Opportunity and Affirmative Action Policy Statement
management consulting and technology solutions to support your next project
Miles Enterprise Solutions is a premier management consulting and technology firm dedicated to enhancing lives by delivering value to our clients, stakeholders, and communities. Our expertise spans strategy and consulting, technology solutions, and edtech, serving both private and public sector organizations. The "Miles Way" encompasses IT staffing augmentation, enterprise resource planning, robotic process automation, AI, IT managed services, cloud implementation, and both software and hardware solutions. Our commitment to digital transformation drives client profitability, optimizes capital expenses, and elevates customer experiences, ensuring success in an ever-changing marketplace.
Offices: 330 Camp Road, Charlotte, North Carolina 28206, US
management consulting and technology solutions to support your next project
Miles Enterprise Solutions is a premier management consulting and technology firm dedicated to enhancing lives by delivering value to our clients, stakeholders, and communities. Our expertise spans strategy and consulting, technology solutions, and edtech, serving both private and public sector organizations. The "Miles Way" encompasses IT staffing augmentation, enterprise resource planning, robotic process automation, AI, IT managed services, cloud implementation, and both software and hardware solutions. Our commitment to digital transformation drives client profitability, optimizes capital expenses, and elevates customer experiences, ensuring success in an ever-changing marketplace.
Offices: 330 Camp Road, Charlotte, North Carolina 28206, US
