GA CJCC Help Desk Analyst 2

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 clients 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 enProducts 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.