Help Desk Support Specialist

Candidates local to the Atlanta area highly preferred.

Under broad supervision, provides assistance to the Georgia Dept. Community Affairs computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email or from remote locations. May serve as lead worker. Reporting to the IT Client Services Manager, Helpdesk Representative III 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 Community Affairs (DCA). The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative III is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring and reporting of systems hardware, software and related infrastructure performance.

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 workstations, LAN, VPN, O365 E5, Microsoft SharePoint, 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, System Center suite, 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).

Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college AND One year of experience providing software of hardware customer support.
OR High school diploma or GED AND Two years of experience providing software or hardware customer support of technical assistance to computer users.
OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.