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Help Desk Analyst

  • Location: Sandy Springs, 30308
  • Job Type:Contract

Posted about 2 months ago

Position: Help Desk Analyst
Location: Atlanta, GA 30308
Term: 5 months
 
Day-to-Day Responsibilities:
  • Demonstrate experience with Service Desk application for managing IT requests.
  • Demonstrate the ability to support and troubleshoot laptops, desktops, IP Phones, cell phones, and various applications.
  • 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.
  • Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
  • Perform basic remote or in-person troubleshooting by walking customers through problem-solving processes and probing questions.
  • Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
  • Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.
  • Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
  • Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
  • Demonstrate experience troubleshooting infrastructure and network-related issues.
  • Coordinate directly with business owners, development team, 3rd party vendors, and supporting organizations to best understand and analyze business specifications.
  • Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels.
 
Is this a good fit? (Requirements):
  • Associate degree in a related field from an accredited college or university, or two years of experience as a lower-level Help Desk Analyst.
  • 2 years of experience maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels.
  • 2 years of VPN remote access configuration and troubleshooting experience.
  • 2 years of MS Office and Microsoft 365 troubleshooting experience.
  • 2 years of experience performing basic remote or in-person troubleshooting by walking customers through problem-solving processes and probing questions.
  • 2 years of experience with Service Desk application for managing IT requests.
  • 2 years of experience supporting and troubleshooting laptops, desktops, IP Phones, cell phones, and various applications.
 
Even better if you have:
  • MS Office and Microsoft 365 troubleshooting experience.
  • VPN remote access configuration and troubleshooting experience.
  • Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients
  • Ability to work independently with staff on processes and simple software solutions.
  • Familiar with SharePoint, Teams, and OneDrive.
  • Have a basic knowledge in Azure.