GA CJCC Help Desk Analyst 2

3 months ago

Tate, United States CodeForce Full time

Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

3-month project
Must be local to Metro Atlanta.

Job Summary:
Under general supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Works and communicates with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.

Detailed Overview:
At CJCC, the Help Desk Technician is the first line of interaction with our client's end-users. They will be able to diagnose and resolve technology related issues via phone, email, chat, or walk ins in a timely. They must have the ability to remain calm under pressure and show empathy towards their clients. They will either attempt to resolve common end-user issues or assign and escalate the ticket to the appropriate team. This role allows you to learn about various processes and systems within Information Technology.

Essential Duties and Responsibilities:
Demonstrated experience with Service Desk application for managing IT requests
Demonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications
Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. Ticket concerns will be IT in nature and related to systems, software, or hardware.
Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.
Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.
Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
MS Office and Microsoft 365 troubleshooting experience
VPN remote access configuration & troubleshooting experience
Demonstrated experience troubleshooting infrastructure and network related issues
Coordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specifications
Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels
Familiar with SharePoint, Teams, and OneDrive.
Have a basic knowledge in Azure.
Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients
Ability to work independently with staff on process and simple software solutions.

Qualifications:
• Associate's degree in a related field from an accredited college or university
• OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent.
• Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
Required/Desired Skills

SkillRequired /DesiredAmountof ExperienceAssociate degree in a related field from an accredited college or university, or two years of experience at the lower-level Help Desk Analyst 1Required0Experience maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levelsRequired2YearsVPN remote access configuration & troubleshooting experienceRequired2YearsMS Office and Microsoft 365 troubleshooting experienceRequired2YearsExperienced performing basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.Required2YearsExperience with Service Desk application for managing IT requestsRequired2YearsExperience supporting and troubleshooting laptops, desktops, IP Phone, cell phones and various applicationsRequired2Years
Questions

No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? Question2Please list candidate's email address.Question3Candidate must be paid AT LEAST $29.50 if selected for engagement. Candidate can be paid more; however, the SRP rate cannot exceed $39.82. Do you accept this requirement?Question4The maximum mark-up for this engagement's SRP rate is 35%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%?Question5This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?Question6The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client's selection date. Do you accept this requirement?Question7Onsite Required: Due to the essential nature of the work to be performed, this position REQUIRES the selected candidate to work ONSITE for the duration of the assignment. Candidates will not be permitted to work remotely. Do you accept this requirement?

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