Region Name: State of Georgia
Title/Role: Help Desk Analyst 1 (712632)
Start Date: 07/03/2023
End Date: 06/30/2024
Worksite Address: 200 Piedmont Ave SE Suite 1804 West Tower Atlanta GA
Agency Interview Type: Either Web Cam or In Person
Temp to Hire: Yes
Helpdesk Analyst - Hands on computer technical support for our internal users.
Agency: Dept. of Administrative Services
General Description
Provide technical assistance to computer users. Answer questions and resolve computer problems for users in person, via telephone and electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Coordinate and work with third party support vendors in providing assistance to 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
Oversee the daily performance of computer systems and applications.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to third party support vendors for service.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Confer with staff, users, and management to establish requirements for new systems or modifications.
Preferred Qualifications
2+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with
Outlook, MS Office, Win 10, Active Directory, COTS applications.
Work Schedule: The candidate must be local to Atlanta and be able to come to the office every day to work.
| Experience with hands on computer technical support involving user issues with Windows 11, Microsoft Office Suite, MS Outlook Email, login Issues, etc | Required | 3 | Years |
| Using and monitoring helpdesk ticket systems. | Required | 3 | Years |
| Hardware setup and software installation. | Required | 3 | Years |
| Active Directory Support | Required | 3 | Years |
| Any computer certifications would be an asset. | Desired | 1 | Years |
| Question 7 | NOTE: This role may lead to a full-time offer. |
| Question 8 | The candidate must be local to Atlanta and be able to come to the office at 200 Piedmont Ave SE, Suite 1804 West Tower, Atlanta, GA 30334 on a daily basis. Do you accept this requirement? |
,
Saeeda Shaikh
Global IT Family LLC
Email: