Child Welfare Modernization Help Desk Analyst

Job Title: Child Welfare Modernization Help Desk Analyst

Loc: Atlanta, GA 30334 (Remote)

Exp: 5 Yrs

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.

Complete Description

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

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems (when required) to the appropriately

experienced technician.

Record, track, and document the help desk request problem-solving process, including all

successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform 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.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

Develop 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