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Help Desk Analyst

  • Location: Decatur, 30033
  • Job Type:Contract

Posted about 2 months ago

Position: Help Desk Analyst
Location: Decatur, GA 30033
Term: 10 Months

Day-to-day Responsibilities:
  • Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise.
  • Work and communicate with state employees, internal and external customers to provide information and services targeted to meet client expectations.
  • Analyze information to determine nature and extent of client requirements and concerns.
  • May serve as liaison between clients and technical staff in implementation and development of business process automation.
  • Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.
  • Responds to internal and external client concerns both remotely and to provide desk side support as well.
  • Receives additional training as required, to gain full proficiency and experience in all areas.
  • Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.
  • 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 10 workstations, LAN, VPN, O365, 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, MS Teams, 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)
  • This position may require after-hours work including weekends and Holidays

Is it a good fit? (Requirements):
  • Bachelor’s Degree from an accredited college/university in a computer related field (i.e., Computer Information Systems or Computer Science) or 2 -3 years of experience handling clients, questions, complaints, and/or providing information. 
  • Demonstrate excellent interpersonal, oral, and written communication skills.
  • This position requires a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment
  • Technically competent with knowledge of systems management, development and implementation methods and infrastructure.
  • Security + Certification
  • CCNA (Cisco Certified Network Associate)
  • Excellent problem-solving skills

Even better if you have:
  • Demonstrated experience working in ITIL Service Management organization and Cherwell experience.
  • Inventory Management experience.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.