Help Desk Analyst SHINES

Overview:

Job Title : Help Desk Analyst SHINES (712556)

Atlanta GA 30334 Hybrid

Long-Term

Qualifications and Education Requirements

• Bachelor's degree in related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical/application support.

• Requires good troubleshooting & problem-solving skills.

• Must have strong communication & customer service skills with excellent phone presence.

• Must be dependable, accountable, quick learner with a good technical aptitude.

• Must be detailed oriented for note taking within ticketing system.

Job Duties

• Answer inbound calls, chat & emails from customers needing assistance.

• Provides technical assistance to both internal and external customers for tier one issues.

• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

• Provide prompt and accurate feedback to customers.

• Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation

• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

• When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.

• Update knowledge base and documentation with technical and issue resolution.

Qualifications

• Five (5) years of experience as a help desk support analyst.

• Strong customer service orientation.

• Excellent listening, interpersonal, written, and oral communication skills.

• Excellent administrative, triaging, and time management abilities.

• Highly self-motivated and directed.

• Experience working in a team-oriented, collaborative environment.

• Experience with Jira or ServiceNow

Skills:

JIRA,ServiceNow,Help desk IT