Job Description

Job Details

:PositionHelp Desk Analyst (Ref: 16194)

:LocationAtlanta, GA 30034 USA

:Duration9 Months 25 Days - ContractToHire

:Openings1

:Deadline09/12/2024

Pay Rate:

Description:

***Onsite

We are seeking a Help Desk Analyst with hands on computer technical support for our internal users.

Roles:
• Provide technical assistance to computer users.
• Answer questions and resolve computer problems for users in person, via telephone and electronically.
• Help concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Coordinate and work with third party support vendors in helping computer users for a variety of technical issues including networking, end user computer hardware, communications and applications.
• Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond SLA’s.
• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to third party support vendors for service.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• 3+ years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 10, Active Directory, COTS applications.

Work Schedule and Location:
• The candidate must be local to Atlanta and be able to come to the office every day to work.

Required / Desired Skills

• Experience with hands on computer technical support involving user issues with Windows 11, Microsoft Office Suite, MS Outlook Email, login Issues, etc (Required 3 Years)
  
• Using and monitoring helpdesk ticket systems. (Required 3 Years)
  
• Hardware setup and software installation. (Required 3 Years)
  
• Active Directory Support (Required 3 Years)
  
• Any computer certifications would be an asset. (Desired 1 Years)
  

Job Tags

Local area,

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