GA DHS - Help Desk Analyst SHINES 712556
GA DHS - Help Desk Analyst SHINES 712556
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Job Description
The Georgia Department of Human Services (DHS) Office of Information Technology is seeking candidates for the temporary contractor position of GA SHINES Help Desk Analyst in Atlanta Georgia.
PAYRATE: $28.67 hour
HYBRID POSITION
MUST BE LOCATED ATLANTA
JOB DESCRIPTION:
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 nontechnical/application support. Requires good troubleshooting & problemsolving 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 selfmotivated and directed. Experience working in a teamoriented collaborative environment. Experience with Jira or ServiceNow
Required Experience:
IC
Employment Type
Full Time
