Systems Analyst
3 weeks ago
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.
- 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 SLAs.
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 SLAs 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 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.
Skill Required / Desired Amount of Experience Experience with hands on computer technical support involving user issues with Windows 11 Microsoft Office Suite MS Outlook Email login Issues etc Required 3 Years Using and monitoring helpdesk ticket systems. Required 3 Years Hardware setup and software installation. Required 3 Years Active Directory Support Required 3 Years Any computer certifications would be an asset. Desired 1 Years
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