Help desk Analyst

---

Job description

Title: HelpDesk Analyst

Location: Atlanta, GA (Hybrid)

Duration: 12+ Months

Type: Contract

Note:

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

Job Description:

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 of 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

Required Skills

Experience with hands on computer technical support involving user issues with Windows 11, Microsoft Office Suite, MS Outlook Email, login Issues, etc

Using and monitoring helpdesk ticket systems.

Hardware setup and software installation.

Active Directory Support

Any computer certifications would be an asset.

<!– job description page –>