Help Desk Analyst SHINES (712556)

Job Title : Help Desk Analyst SHINES (712556)

Atlanta GA 30334 Hybrid

Long-Term

Qualifications and Education Requirements

•     Bachelor’s degree in related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical/application support.

•     Requires good troubleshooting & problem-solving skills.

•     Must have strong communication & customer service skills with excellent phone presence.

•     Must be dependable, accountable, quick learner with a good technical aptitude.

•     Must be detailed oriented for note taking within ticketing system.

Job Duties

•     Answer inbound calls, chat & emails from customers needing assistance.

•     Provides technical assistance to both internal and external customers for tier one issues.

•     Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

•     Provide prompt and accurate feedback to customers.

•     Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation

•     Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

•     When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.

•     Update knowledge base and documentation with technical and issue resolution.

Qualifications

•     Five (5) years of experience as a help desk support analyst.

•     Strong customer service orientation.

•     Excellent listening, interpersonal, written, and oral communication skills.

•     Excellent administrative, triaging, and time management abilities.

•     Highly self-motivated and directed.

•     Experience working in a team-oriented, collaborative environment.

•     Experience with Jira or ServiceNow