Help Desk Analyst- Remote Role

Help Desk Analyst
Remote Role!!


The Georgia Client (Client), Office of Information Technology is seeking candidates for the temporary contractor position of Help Desk Analyst in Atlanta, Georgia.

The 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

Skills Matrix: