IT Help Desk Analyst 1

Duties and Responsibilities:

Under general supervision, the Help Desk Analyst 1 receives and handles a high volume of calls from both internal and external customers with tier-one issues. Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second-tier support, opening tickets with various vendors, and escalation to Senior level management. External customer support ranges from general website support to assist with password resets and online account management. The Help Desk Analyst will be expected to provide a high level of customer service while handling difficult situations.

Competencies Needed:

Customer service

Communication

Ability to learn quickly

Troubleshooting/problem-solving

Ability to work under pressure

Teamwork

Minimum Qualifications:

•High school diploma/GED AND six (6) months of experience handling customers, questions, complaints, and/or providing information within the last year .

•Ability to troubleshoot hardware, software, and connectivity issues

Preferred Qualifications: Preferences will be given to those applicants who, in addition to meeting the minimum qualifications, also possess one or more of the following:

• Knowledge of DDS, DRIVES AND Thales operations.

• Basic knowledge in resolving networking and hardware issues.

• Two (2) years of customer service experience.

• Speaks Spanish fluently

Total Compensation: Combines direct compensation with the value of the State’s benefits and work-life options. Total Compensation establishes a win-win partnership that is important to the quality and success of the State programs and services. Most importantly, State employees enjoy the satisfaction that comes with being part of a team that keeps Georgia progressive, prosperous and a place we are all proud to call home.

Many of the following benefits are available to eligible full-time employees on the first day of their employment:

• Competitive Compensation

• Performance Recognition

• Retirement and Pension Benefits

• Flexible Benefits

• Healthcare Benefits

• Paid Holidays and Time Off

• Employee Assistance Program (EAP)

• Employee Discount Program

• Opportunities for Career Development and Advancement

• Flexible work and Telework schedules (available for select jobs)

• Engaging and Diverse Work Environments

Application materials should be filled out carefully and completely. An incomplete application/on-line resume or an application/on-line resume with insufficient information may result in an applicant not being considered for a vacancy. Describe your employment background in full.

Resumes will be screened for the training, experience, and/or competencies listed as the Minimum Qualifications for the job. Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess one or more of the Preferred Qualifications

For more information on benefits, please visit

Benefits Overview | Team Georgia for State of Georgia Employees

Eligible applicants may apply on

Team Georgia Careers - Jobs

Please Read:

• Due to the high volume of applications, we are unable to provide individual status updates by phone or email.
• All qualified applicants will be considered; however, not all will be selected for an interview.
• Candidates chosen to move forward will be contacted directly by the hiring agency.
• Applicants who are not selected will receive notification.
• Please note that this posting may close at any time before the listed closing date once a suitable applicant pool has been identified.
• Be sure to complete the entire application. An attached résumé does not replace a fully completed work experience section.
• All candidates are subject to background to include (motor vehicle, credit, and criminal history checks).

NOTE: Information in this announcement is subject to change.

VACANCY OPEN TO: ALL QUALIFIED APPLICANTS

We are an Equal Opportunity Employer.