GA CJCC Help Desk Analyst 2 Apply
<p>Must be local to Metro Atlanta.<br /> Hybrid role: onsite Tues & Thurs & remote Mon, Wed & Fri<br /> <br /> Job Summary:<br /> 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.<br /> <br /> Detailed Overview:<br /> 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.<br /> <br /> Essential Duties and Responsibilities:<br /> Demonstrated experience with Service Desk application for managing IT requests<br /> Demonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications<br /> 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.<br /> Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.<br /> Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.<br /> Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.<br /> Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.<br /> Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting<br /> Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment<br /> MS Office and Microsoft 365 troubleshooting experience<br /> VPN remote access configuration & troubleshooting experience<br /> Demonstrated experience troubleshooting infrastructure and network related issues<br /> Coordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specifications<br /> Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels<br /> Familiar with SharePoint, Teams, and OneDrive.<br /> Have a basic knowledge in Azure.<br /> Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients<br /> Ability to work independently with staff on process and simple software solutions.<br /> <br /> Qualifications:<br /> •Associate's degree in a related field from an accredited college or university<br /> •OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent.<br /> •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.</p> <h5>Required/Desired Skills</h5> <table border="1" style="border-collapse:collapse"> <thead> <tr> <th>Skill</th> <th>Required/Desired</th> <th>Amount</th> <th>of Experience</th> </tr> </thead> <tbody> <tr> <td>Associate degree in a related field from an accredited college or university, or two years of experience at the lower-level Help Desk Analyst 1</td> <td>Required</td> <td>0</td> <td> </td> </tr> <tr> <td>Experience maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels</td> <td>Required</td> <td>2</td> <td>Years</td> </tr> <tr> <td>VPN remote access configuration & troubleshooting experience</td> <td>Required</td> <td>2</td> <td>Years</td> </tr> <tr> <td>MS Office and Microsoft 365 troubleshooting experience</td> <td>Required</td> <td>2</td> <td>Years</td> </tr> <tr> <td>Experienced performing basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.</td> <td>Required</td> <td>2</td> <td>Years</td> </tr> <tr> <td>Experience with Service Desk application for managing IT requests</td> <td>Required</td> <td>2</td> <td>Years</td> </tr> <tr> <td>Experience supporting and troubleshooting laptops, desktops, IP Phone, cell phones and various applications</td> <td>Required</td> <td>2</td> <td>Years</td> </tr> </tbody> </table> <h5>Questions</h5> <table border="1" style="border-collapse:collapse"> <thead> <tr> <th> </th> <th>Description</th> </tr> </thead> <tbody> <tr> <td>Question 1</td> <td>Absences 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?</td> </tr> <tr> <td>Question 2</td> <td>Please list candidate's email address.</td> </tr> <tr> <td>Question 3</td> <td>Candidate 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?</td> </tr> <tr> <td>Question 4</td> <td>The 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%?</td> </tr> <tr> <td>Question 5</td> <td>This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?</td> </tr> <tr> <td>Question 6</td> <td>The 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?</td> </tr> <tr> <td>Question 7</td> <td>Hybrid Work Permitted: Due to COVID-19, the client has agreed to allow the selected candidate to work hybrid for the time being. Onsite Tues & Thurs & remote Mon, Wed & Fri. However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?</td> </tr> </tbody> </table>
