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Our government client is looking for an experienced
Help Desk Analyst on a hybrid 9+ months’ renewable contract opportunity in Atlanta, GA.Position: Help Desk Analyst (HYBRID)Job Summary:Under direct 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.Utilize Service Desk application for managing IT requestsSupport and troubleshoot laptops, desktops, IP Phone, cell phones and various applicationsServe 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 troubleshootingMust be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environmentMS Office and Microsoft 365 troubleshooting experienceVPN remote access configuration & troubleshooting experienceRequires some experience troubleshooting infrastructure and network related issuesResponsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levelsFamiliar 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•High school diploma or GED AND Six months of experience handling customers, questions, complaints, and/or providing information.Required/Desired Skills:- 6 Months of Help Desk or IT Customer Support experience Required
- 6 Months of Microsoft Service Desk Nice to have
- 6 Months of Basic MS Azure Experience Desired
- 6 Months of Active Directory User Management Required
- 6 Months of MS Office 365 Required
- VPN configuration experience (utilizing existing guides) Nice to have
- Effective problem solving and communication skills Required