Help Desk Tier 1 Analyst

KMM an ISO 9001:2015, CMMI Level 2 certified company provides high-quality IT consulting services and innovative solutions by using the most effective and modern technologies. We have a core group of Subject Matter Experts with certifications and immense experience in successfully delivering mission-critical solutions. We have extensive industry experience in the financial, insurance, Health IT, media, marketing, retail, and government markets. We have a proven track record in understanding client s business challenges, determine a customer-focused solution, and provide the technical implementation and documentation to bring it to fruition.Duration: 6 months (right now for the first WO very good chance of getting extended or Hired) Location: Cary, NC (SAS Campus) Can be remote for North Carolina or South Carolina residents VISA Requirement: Open but Global Hosting prefers US Citizens or Green Card Holders that they can possibly convert to FTE later Help Desk Tier 1 Analyst Provides Help Desk support for SAS software applications on multiple operating systems or platforms by applying knowledge of software usage, features, and functions. Routinely leverages that knowledge to resolve SAS customer issues and influence software direction. Primary Responsibilities: Monitors and responds to all customer requests for assistance, including email, phone and/or the default ticketing system. Provides support on all product areas and handles all first line requests and customer issues in primary support areas. Actively pursues problem resolution until the problem is resolved. Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately documents and specifies information in the tracking system during the entire track life cycle. Able to provide a written summary and resolution to the designated staff when the problem is resolved. Creates and/or provides input into Knowledge Base articles as applicable. Develops a comprehensive understanding of the customer's business and IT objectives to ensure positive business outcomes for the customer and to assist in the expansion of the company footprint. Tracks daily operational status of customer issues and provides briefings/updates as needed. Collects and documents customer requirements for managed service requests. Performs other duties as assigned.