| Job Description | Helpdesk Analyst - Hands on computer technical support for our internal users with at least 5 years experience. Looking for very experienced technical support analyst. Agency: Dept. of Administrative Services General Description - We are looking for a system analyst with 5 years experience or more in supporting users with IT related needs and issues.
- Provide technical assistance to computer users.
- Answer questions and resolve computer problems for users in person, via telephone and electronically.
- Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- Coordinate and work with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, end user computer hardware, communications and applications.
- Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond SLA's.
Job Responsibilities - Oversee the daily performance of computer systems and applications.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Refer major hardware or software problems or defective products to third party support vendors for service.
- Develop training materials and procedures, or train users in the proper use of hardware or software.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
Preferred Qualifications - 5+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 10, Active Directory, COTS applications.
Work Schedule: - The candidate must be local to Atlanta and be able to come to the office every day to work.
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