Job Description
JOB TITLE: Help Desk Analyst
LOCATION: Atlanta, GA
DURATION: 12 Months (Possible Extension)
JOB SUMMARY
Under supervision, assist customer with tier one issues or forward to second tier support for issues beyond subject matter expertise. Work and communicate with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.
GENERAL DESCRIPTION
Provide technical assistance to computer users. Answer questions and resolve computer problems for users in person, via telephone and via Skype. Help concerning the use of computer hardware and software, mobile devices including printing, installation, word processing, electronic mail, and operating systems.
Coordinate and work with third party support vendors in helping computer users for a variety of technical issues including networking, end user computer hardware, communications, and applications. Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond SLA’s.
JOB RESPONSIBILITIES
SKILLS:
SKILL
REQUIRED / DESIRED
AMOUNT
OF EXPERIENCE
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Required
Experience performing as Helpdesk Technician
Required
3
Years
Active Directory.
Required
3
Years
Win 7 and 10
Required
3
Years
MS Office
Required
3
Years
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Required
3
Years
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Required
3
Years
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