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Senior Help Desk Analyst for our client in Decatur, GA Job Title: Senior Help Desk Analyst Job Location: Decatur, GA Job Type: Contract Job Description: Responsibilities:- Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise.
- Work and communicate with state employees, and internal and external customers to provide information and services targeted to meet client expectations.
- Analyze information to determine the nature and extent of client requirements and concerns.
- May serve as a liaison between clients and technical staff in the implementation and development of business process automation.
- Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.
- Responds to internal and external client concerns both remotely and provides desk-side support as well.
- Receives additional training as required, to gain full proficiency and experience in all areas.
- Provides information to answer inquiries from external clients regarding all aspects of the specific program area of the unit.
- Provide online and desk-side helpdesk services for all users, to identify and resolve IT operational issues.
- Provided documented service procedures for all resolutions.
- Provide end-user support (including IT Incident, Problem, or Request Tickets) for all end-user-based systems.
- (e.g., business and/or custom applications, devices).
- Demonstrate experience designing, installing, and supporting workstations, and agency IT systems.
- environment containing a blend of Windows Servers 2008-2012, Windows 10 workstations, LAN, VPN, O365, Active Directory, VOIP, business, and custom applications.
- Demonstrate experience installing and supporting one or more recent Microsoft enterprise-level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, MS Teams, SharePoint 2010 or newer, etc.).
- Perform printer installations and toner replacement activities.
- Proactively provide KPI reports, and documentation on systems/application operations using Microsoft Office (Word, Excel, or PowerPoint).
- Bachelor’s Degree from an accredited college/university in a computer-related field – i.e. Computer Information Systems or Computer Science or 2 -3 years of experience handling clients, questions, complaints, and/or providing information.
- Demonstrate excellent interpersonal, oral, and written communication skills.
- Inventory Management experience is desired.
- Demonstrated experience working in an ITIL Service Management organization is a plus.
- This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.
- Technically competent with knowledge of systems management, development, and implementation methods, and infrastructure.
- Demonstrated experience working in ITIL Service Management organization and Cherwell experience is a plus.
- Security + Certification.
- CCNA (Cisco Certified Network Associate).
- Excellent problem-solving skills required.
Vacancy expired!