Help desk analyst job vacancy in Atlanta, Georgia Skywalk Global

Vacancy expired!

Help Desk Analyst 2Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.Must be local to Metro Atlanta.Hybrid role: onsite Tues & Thurs & remote Mon, Wed & Fri

Job Summary:Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Works and communicates with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.

Detailed Overview:At CJCC, the Help Desk Technician is the first line of interaction with our client’s end-users. They will be able to diagnose and resolve technology related issues via phone, email, chat, or walk ins in a timely. They must have the ability to remain calm under pressure and show empathy towards their clients. They will either attempt to resolve common end-user issues or assign and escalate the ticket to the appropriate team. This role allows you to learn about various processes and systems within Information Technology.

Essential Duties and Responsibilities:Demonstrated experience with Service Desk application for managing IT requestsDemonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applicationsServe as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. Ticket concerns will be IT in nature and related to systems, software, or hardware.Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshootingMust be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environmentMS Office and Microsoft 365 troubleshooting experienceVPN remote access configuration & troubleshooting experienceDemonstrated experience troubleshooting infrastructure and network related issuesCoordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specificationsResponsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levelsFamiliar with SharePoint, Teams, and OneDrive.Have a basic knowledge in Azure.Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clientsAbility to work independently with staff on process and simple software solutions.

Qualifications:•Associate's degree in a related field from an accredited college or university•OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent.•Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Skills: Associate degree in a related field from an accredited college or university, or two years of experience at the lower-level Help Desk Analyst 1Required Experience maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levelsRequired2Years VPN remote access configuration & troubleshooting experienceRequired2Years MS Office and Microsoft 365 troubleshooting experienceRequired2Years Experienced performing basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.Required2Years Experience with Service Desk application for managing IT requestsRequired2Years Experience supporting and troubleshooting laptops, desktops, IP Phone, cell phones and various applicationsRequired2Years

Vacancy expired!

ID	#45319023
State	Georgia
City	Atlanta
Job type	Permanent
Salary	USD $20 - $30 20 - 30
Source	Skywalk Global
Showed	2022-08-31
Date	2022-08-22
Deadline	2022-10-21
Category	Et cetera
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Help desk analyst 2

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