Reporting to the IT Support Services Manager, Helpdesk Analyst II is a member of the IT Infrastructure Team that identifies, plans, designs, delivers, operates and controls Tier I and Tier II services offered at the Department of Public Health (DPH).
Candidates MUST be local to Metro Atlanta
The IT Infrastructure Team is seeking an experienced, self-motivated Helpdesk Analyst II with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative II is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring, and reporting of systems hardware, software, and related infrastructure performance.
Primary Responsibilities:
Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise. Work and communicate with state employees, internal and external customers to provide information and services targeted to meet client expectations. Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in implementation and development of business process automation. Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations. Responds to internal and external client concerns both remotely and to provide desk side support as well. Receives additional training as required, to Product full proficiency and experience in all areas. Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.
Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues.
Provided documented service procedures for all resolutions.
Provide end user support (including IT Incident, Problem, or Request Tickets) for all end user-based systems
(e.g., business and/or custom applications, devices).
Demonstrate experience designing, installing and supporting workstations, and agency IT systems
environment containing a blend of Windows Servers 2008-2012, Windows 10 workstations, LAN, VPN, O365, Active Directory, VOIP, business and custom applications.
Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, MS Teams, SharePoint 2010 or newer, etc.).
Perform printer installations and toner replacement activities.
Proactively provide KPI reports, and documentation on systems / application operations using Microsoft Office (Word, Excel, or PowerPoint)
This position may require after-hours work including weekends and Holidays
Minimum Qualifications:
Bachelors Degree from an accredited college/university in a computer related field i.e. Computer Information Systems or Computer Science or 2 -3 years of experience handling clients, questions, complaints, and/or providing information.
Demonstrate excellent interpersonal, oral, and written communication skills.
Inventory Management experience is desired
Demonstrated experience working in ITIL Service Management organization is a plus.
Additional Skills:
This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enProducts a fast-paced, team-driven environment
Technically competent with knowledge of systems management, development and implementation methods and infrastructure.
Demonstrated experience working in ITIL Service Management organization and Cherwell experience is a plus.
Security + Certification
CCNA (Cisco Certified Network Associate).
Excellent problem-solving skills required. •
Last updated on Jan 3, 2023