Job Description :
Help Desk Analyst

Duration: 12 + months
Rate: ALAP
Location Atlanta, GA

Last Date : 11/10/2017


Job Summary – “About the Position”:

Under general supervision, assist customers with tier one issues or forward to second tier support for issues beyond their 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.

Job Duties and Responsibilities:
Analyzes information to determine nature and extent of customer requirements and concerns
May serve as liaison between customers and technical staff in implementation and development of business process automation
Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations
Responds to internal and external customer concerns regarding web site.
Receives additional training, as required, to gain full proficiency and experience in all areas
May perform clerical duties in support of the unit
Provides information and answers to inquiries from external customers regarding all aspects of specific program area of unit.

Minimum Training and Experience:
Associate’s degree in a related field from an accredited college or university OR Two years of experience at the lower level Help Desk Analyst 1 or position equivalent.

Preferred Qualifications:
Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:
Knowledge of office365
Excellent customer service
Competency in MS Office Suite
Knowledge of running diagnostic tests
Demonstrates ability and desire to learn Organization, Department, and Facility-specific applications, technology, and terminology.
Demonstrated ability to learn customer support processes and techniques.
Strong analytical skills.
Ability to solve problems.
Ability to communicate effectively
Good time management
Knowledge of REMEDY Ticketing tool
Prior experience with Airwatch, AT&T Verizon wireless devices and installation
Competency in call center tracking tools
Prior experience supporting customers in use of application software.
Proficiency in using support software tools.
Customer service orientation and/or prior customer service training
Microsoft Certification
Airwatch Certification