Service Desk Analyst

Service Desk Analyst - Temporary Purpose: The Atlanta Public School System is seeking the services of 2 Service Desk Analysts to provide direct first-line level 1 service desk support to APS schools and administrative locations. Summary: The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications. Scope of Work/Key Responsibilities: Monitor telephone system and take calls from APS users Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's Escalate incidents to level 2 or level 3 support according to established processes and procedures Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed Remotely connect to user computers and assist with resolving issues as necessary. Perform proactive support activities including but not limited to: o Ensuring that antivirus software installed on all machines and scans are completed routinely. o Update user and asset information in database (as necessary) Provide support for APS IT projects (as needed) Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient Maintain exceptional customer service posture at ALL TIMES Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes Record and submit checklists or other documentation as required Skills and Qualifications: 3 years' work experience (minimum) 5 years preferred: HDICSR certification (or similar)preferred Strong customer service skills Prior experience with service desk support is a MUST Prior experience working as a desk side support analyst is a plus A Certification is a plus Proficient in understanding of network, wireless support Knowledge of best practice security standards and techniques is a plus Microsoft Windows certification is a plus ITIL experience/certification is a plus Must have clean criminal record with the ability to pass finger-print background check Must be authorized to work in the Unites States Personal Attributes: Creativity and strong attention to detail Ability to work effectively on tight deadlines, as necessary Excellent command of English language Oral and written communication skills Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers Ability to work under pressure and stay calm/focused when working with irate customers or users Positive, productive team player Desire to learn new skills and improve Education/Training: Minimum of Associate degree preferred 3 years' experience in Service Desk support. Equivalent combination of education and experience will be considered. Work: This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am - 5pm) , except on district holidays. Leadership: The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district. Submissions: Candidate Resume/profile Spanish or French language candidates are encouraged to apply Location Requirements Candidate must be local or willing to commute or relocate. Candidate Must Be Local Additional Location Details (City, State) : Background Verification (Suppliers shall use Info Cubic (IC) for background verifications.) Upon candidate selection: APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps. Agency Certification(s) Please read and understand the following statement carefully: I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee. Do you agree with the above statement? I Agree Break Out Invoice By Breakout Invoice By Type Category Qualification Description Competency Required Skills Languages A Proficient (4-6 Years) No Skills Others Customer Service Advanced (7-9 Years) No Skills Others HDICSR certification (or similar)preferred Proficient (4-6 Years) No Skills Others Knowledge of best practice security standards and techniques is a plus Proficient (4-6 Years) No Skills Others Service Desk Analyst 3 years' work experience (minimum) 5 years preferred: Advanced (7-9 Years) Yes Skills Others understanding of network, wireless supportss suppor Proficient (4-6 Years) No Skills Others Communication skills both verbal and written Advanced (7-9 Years) No