Helpdesk System Analyst
Helpdesk System Analyst
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Job Description
Role: Helpdesk System Analyst
Client: State of Georgia
Department: GOAS
Location: Atlanta GA - Onsite
Interview Type: Either Web Cam or In Person
Experience: 3
Short Description:
We are seeking an experienced Help Desk System Analyst. The ideal candidate will excel in troubleshooting Windows 11 Active Directory Microsoft O365 laptop equipment and other essential technologies while delivering top-notch customer service.
Job Description:
NOTE: Candidates that were submitted to DOAS Helpdesk System Analyst (760503) need not apply. All resumes were reviewed by DOAS. Please submit candidates with a proven track record.
Job Description:
As a Help Desk System Analyst you will play a critical role in ensuring our employees can work seamlessly across a variety of technical platforms. You will provide direct support to end-users addressing technical issues troubleshooting hardware and software problems and assisting with network connectivity and VPN access. This role requires exceptional problem-solving skills effective communication and the ability to thrive in a dynamic environment.
You will work with a variety of tools and systems including Active Directory Microsoft Teams IP phone systems and Exchange Admin while having opportunities to expand your expertise in OKTA Crowdstrike AWS and SharePoint. Your responsibilities will include both in-person support at our office and remote support for users working from home.
Job Responsibilities:
- Respond to and resolve technical support tickets related to Windows 11 Active Directory Microsoft O365 network connectivity VPN and RDP.
- Assist users with password resets PST file management and Exchange Admin tasks.
- Provide hands-on and remote support for hardware software and IP phone systems (e.g. Microsoft Teams).
- Use ticket tracking systems to document prioritize and track user issues effectively.
- Troubleshoot advanced issues using tools like PowerShell for scripting and problem resolution.
- Support security and authentication tools such as OKTA and Crowdstrike.
- Maintain knowledge of AWS and SharePoint systems to assist users as needed.
- Deliver exceptional customer service to end-users via phone email and face-to-face interactions.
- Collaborate with IT teams to ensure smooth operation of company-wide systems.
Preferred Qualifications:
- 3 years of experience in a technical support or help desk role.
- Strong understanding of Windows 11 Active Directory and Microsoft O365.
- Experience troubleshooting network connectivity VPNs and IP phone systems.
- Familiarity with security tools (OKTA Crowdstrike) and cloud environments (AWS).
- Proficiency with ticket tracking systems and remote support tools.
- Certifications such as CompTIA A Microsoft Certified: Modern Desktop Administrator Associate or similar are highly desirable.
- Excellent communication and interpersonal skills to interact with users of varying technical expertise.
- Strong organizational skills and attention to detail in documenting issues and resolutions.
Work Schedule: The candidate must be local to Atlanta and be able to come to the office every day to work. This is a temp to perm position. The candidate must be local and come to the office every day.
Skill Matrix:-
Skill
Required / Desired
Amount
of Experience
Strong understanding of Windows 11 Active Directory and MS O365 VPN RDP.
Required
Years
Experience troubleshooting network connectivity VPNs and IP phones systems.
Required
Years
Certifications such as CompTIA A Microsoft certifications highly desirable
Required
Years
Employment Type
Full-time
