Help Desk Analyst

Child Welfare Modernization Help Desk Analyst

The Georgia Department of Human Services (DHS), Office of Information Technology is seeking candidates for the temporary contractor position of Child Welfare Modernization Help Desk Analyst in Atlanta, Georgia.

The Child Welfare Modernization Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Responsibilities include:

• Fielding incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Building rapport and eliciting problem details from help desk customers.
• Prioritizing and scheduling problems. Escalating problems (when required) to the appropriately experienced technician.
• Recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applying diagnostic utilities to aid in troubleshooting.
• Identifying and learning appropriate software and hardware used and supported by the organization.
• Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow-ups to help requests.
• Developing help sheets and frequently asked questions lists for end users.

Qualifications:

• High School diploma with 5 years of help desk experience
• Associate Degree with 3 Years of help desk experience

Required Skills:

• Experience working in a Help Desk environment required
• Experience in Microsoft Office Required
• Experience in customer service Required