Help Desk Support Specialist

Atlanta, GA

Instant Apply

4 days ago

Job Description

Job Title: Help Desk Support Specialist
Location: Atlanta, GA
Duration: 6 Months

**ONSITE**

Job Description:
Under broad supervision, provides assistance to the Georgia Dept. Community Affairs computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email or from remote locations. May serve as lead worker. Reporting to the IT Client Services Manager, Helpdesk Representative III is a member of the IT Infrastructure Team that identifies, plans, designs, delivers, operates and controls Tier I and Tier II services offered at the client.

The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative III is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring and reporting of systems hardware, software and related infrastructure performance.

Primary 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, internal clients, to provide information and services targeted to meet client expectations. Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in 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 to provide desk side support as well. Receives additional training as required, to gain full proficiency and experience in all areas. May perform clerical duties in support of the unit. Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.

Provide on-line 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 workstations, LAN, VPN, O365 E5,
Microsoft SharePoint, 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, System Center suite, 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)

Minimum Qualifications:

Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information. Bachelor's Degree from an accredited college or university in a computer related field – i.e. Computer Information Systems or Computer Science is a plus.
Demonstrate excellent interpersonal, oral and written communication skills.
Imaging machines (Dell/Win 10) and Inventory Management experience is desired
Demonstrated experience working in ITIL Service Management organization is a plus.

Additional Skills:

Technically competent with knowledge of systems management, development and implementation methods and infrastructure.
Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a plus. CCNA (Cisco Certified Network Associate).
Excellent problem-solving skills required.

Qualifications:

Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college AND One year of experience providing software of hardware customer support
OR High school diploma or GED AND Two years of experience providing software or hardware customer support of technical assistance to computer users
OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.

Skills:

Desktop Support - Windows 7/10, Office 365, Adobe Professional
Active Directory
SharePoint Support (Nice to have)
Printer support, including toner replacement, and Print server administration
Service Now incident reporting (Nice to have)
Desktop Imaging Management
Inventory Management and Support
Good customer service, personable desk side engagement, and overall good customer support interaction

Numbers & Facts

Location

Atlanta, GA

Skills

Administrative Skillsunmatched
Adobe Product Familyunmatched
Analysis Skillsunmatched
Automationunmatched
Business Developmentunmatched
Business Operationsunmatched
Business Processesunmatched
CCNA - Cisco Certified Network Associateunmatched
Communication Skillsunmatched
Computer Scienceunmatched
Computer Systemsunmatched
Computer Workstationsunmatched
Customer Relationsunmatched
Customer Service Managementunmatched
Customer Service Softwareunmatched
Customer Support/Serviceunmatched
Dell Computersunmatched
Desktop Administrationunmatched
Desktop PCunmatched
Documentationunmatched
Hardware Administrationunmatched
Hardware Installationunmatched
Help Deskunmatched
High School Diplomaunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Information Technology & Information Systemsunmatched
Interpersonal Skillsunmatched
Inventory Managementunmatched
Local Area Network (LAN)unmatched
Microsoft Access Databaseunmatched
Microsoft Active Directoryunmatched
Microsoft Excelunmatched
Microsoft Exchange Server 2007unmatched
Microsoft ODBC (Open Database Connectivity)unmatched
Microsoft Officeunmatched
Microsoft PowerPointunmatched
Microsoft Product Familyunmatched
Microsoft SharePointunmatched
Microsoft Windows 7unmatched
Microsoft Wordunmatched
On Callunmatched
Operational Improvementunmatched
Performance Metricsunmatched
Presentation/Verbal Skillsunmatched
Print Serverunmatched
Printersunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Reporting Skillsunmatched
Resolve Customer Issuesunmatched
SQL (Structured Query Language)unmatched
ServiceNowunmatched
Software Administrationunmatched
System Operationsunmatched
Systems Administration/Managementunmatched
Systems Hardwareunmatched
Technical Supportunmatched
Thought Leadershipunmatched
VPN (Virtual Private Network)unmatched
VoIP (Voice over IP)unmatched
Windows Server 2008 R2unmatched
Writing Skillsunmatched

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