SHINES Help Desk Support Analyst
My3Tech
Help Desk Support Analyst
Location: 47 Trinity Ave SW Atlanta GA (Onsite)
Duration: 12+ months contract
The Client is seeking a qualified candidate for the temporary contractor staffing position of Help Desk Support Analyst for Georgia SHINES in Atlanta, Georgia.
Qualifications and Education Requirements
Bachelors 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.
Preferred 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.
My3TechVacancy posted 2 days ago
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