The State Accounting Office (SAO) provides accounting and financial reporting expertise for the State and is statutorily responsible for statewide financial reporting. The SAO also provides enterprise oversight and management of the State’s Enterprise Resource Planning (ERP) system, accounting policy development, financial business process improvement recommendations, and management of the payroll and accounting shared service centers.

Position Description:

The Help Desk Analyst utilizes Workday software to handle comprehensive inquires involving Financials, Human Capital Management, and State Travel and Expense System (Concur). The Help Desk Analyst is the first point of contact for all voice calls together with service request. Customers notifying SAO for support are triaged according to the subject matter. This position is the entry point to the Help Desk Analyst series. Employees at this level may require additional training or experience to gain full proficiency in some or all the job responsibilities.

Help Desk Analyst 1 - ITP150

Pay Grade: I

Salary range: $38,452.58 - $50,142.29

Primary Duties & Responsibilities:

·        Provides technical support for customers needing access to or assistance with SAO Workday applications

·        Access Platform 28 software to answer voice calls, responds to service requests tickets concerning routine to complex inquiries

·        Requires the ability to listen, comprehend, communicate with customers in conveying information

·        Evaluate customer’s request, analyze the issue, determine the correct course of action

·        Utilize Oracle Customer Relationship Management (CRM) application to evaluate client’s comments including attachments, replies to typed responses to customer’s service request

·        Memorize actions while navigating through Workday application HCM and Financials modules, interprets process/procedures

·        Review employees’ records, input information, applies data entry to various modules located within the Workday HCM and Financials modules and the Concur system for state travel employees

·        Alerts manager of trends, adheres to established KPI metrics, participates in ongoing Security Training as required

Minimum Qualifications:

High school diploma or GED AND Six months of experience handling customers, questions, complaints and /or providing information.

Preferred Qualifications:

Preference may be given to applicants who, in addition to meeting the minimum qualifications, possess the following:

·        One to two years of help desk or customer service experience

·        Ability to effectively communicate verbally, active listening skills, good speaking voice

·        Experience supporting ERP applications (PeopleSoft, Workday, Infor, SAP) either on help desk, or in a customer service role

·        Fundamental knowledge of Accounting, Human Resources, and Payroll

·        Entry level skill in the use of Microsoft applications Word, Excel, Outlook, Microsoft Teams, and familiar with all internet browsers

Application/Resume must clearly describe relevant qualifications and experience.

Important Notes:

The SAO offers flexible work hours in a hybrid in-office/remote work environment.

Candidates interested in employment with the SAO must:

·        Successfully pass a background check, including, criminal background/records check, employment and education verification, employment reference checks, credit evaluation and professional license checks, where applicable.

·        Upon, and throughout, employment, both reside and work in the State of Georgia; and

·        Be legally authorized to work in the United States; the SAO does not offer sponsorships for current or future employment visas (e.g., H-1B Employment visa, F1, J1 or M1 Student visas)

All qualified applicants will be considered but may not necessarily receive an interview.  Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification.

This posting may close at any time prior to the published closing date once a suitable applicant pool is identified.

The State Accounting Office is an Equal Opportunity Employer