DCA Help Desk Support Specialist

Wiserhunt•Atlanta, GA

1d•Onsite

About The Position

Under broad supervision, the DCA Help Desk Support Specialist assists Georgia Department of Community Affairs computer system users by answering questions and resolving problems in person, by telephone, email, or remotely. Reporting to the IT Client Services Manager as a member of the IT Infrastructure Team, the role supports Tier I and Tier II services and contributes to business operations and improvement initiatives. The position provisions, configures, installs, operates, documents, maintains, monitors, and reports on systems hardware, software, and related infrastructure performance. The role may serve as a lead worker. The position provides operational and user assistance, including application support, incident and request handling, desk-side service, and documented resolutions. It also supports a technology environment that includes Windows servers and workstations, LAN, VPN, Microsoft 365, SharePoint, Active Directory, VOIP, printers, and business or custom applications. The assignment is onsite in Atlanta, though the posting notes that remote work is temporarily permitted due to COVID-19 and that the selected candidate must be available to report onsite as directed.

Requirements

High school diploma or GED and 2–3 years of experience handling clients, questions, complaints, and/or providing information.
Alternatively, a vocational/technical degree in computer applications, computer technology, or a closely related area from an accredited college and one year of software or hardware customer-support experience.
Alternatively, a high school diploma or GED and two years of software or hardware customer-support experience or technical assistance to computer users.
Alternatively, two years of experience at the lower-level Help Desk Support Specialist 2 or an equivalent position.
At least two years of desktop support experience with Windows 7/10, Office 365, and Adobe Professional.
At least two years of Active Directory experience.
At least two years of printer support experience, including toner replacement and print server administration.
At least two years of desktop imaging management experience.
At least two years of inventory management and support experience.
At least two years of experience providing good customer service, personable desk-side engagement, and effective customer-support interaction.
Excellent interpersonal, oral, and written communication skills.
Excellent problem-solving skills.
Technical competence and knowledge of systems management, development and implementation methods, and infrastructure.
Experience designing, installing, and supporting workstations and agency IT systems in an environment involving Windows servers 2008–2012, Windows workstations, LAN, VPN, Office 365 E5, SharePoint, Active Directory, VOIP, and business or custom applications.
Experience installing and supporting one or more recent Microsoft enterprise-level products, such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, or SharePoint 2010 or newer.
Ability to use Microsoft Office applications such as Word, Excel, or PowerPoint for reports and documentation.

Nice To Haves

Bachelor’s degree from an accredited college or university in a computer-related field, such as Computer Information Systems or Computer Science.
SharePoint support experience.
ServiceNow incident reporting experience.
Experience working in an ITIL Service Management organization.
Imaging machines (Dell/Windows 10) experience.
CCNA (Cisco Certified Network Associate).

Responsibilities

Provide Tier I assistance and Tier II support for issues beyond the employee’s subject-matter expertise.
Communicate with state employees and internal clients to provide information and services aligned with client expectations.
Analyze information to determine the nature and extent of client requirements and concerns.
Serve as a liaison between clients and technical staff during implementation and development of business process automation, as needed.
Provide ongoing operational and user assistance for application problems, on-call application support, and application operations.
Respond to internal and external client concerns remotely and through desk-side support.
Provide online and desk-side help desk services to identify and resolve IT operational issues.
Document procedures for service resolutions.
Support end-user systems, including IT incident, problem, and request tickets for business and custom applications and devices.
Design, install, and support workstations and agency IT systems in the described technology environment.
Install and support relevant Microsoft enterprise-level products.
Install printers and replace toner.
Provide KPI reports and documentation on systems and application operations using Microsoft Office.
Complete additional training as required to gain proficiency and experience in all areas.
Perform clerical duties in support of the unit, as needed.
Answer external client inquiries about the unit’s specific program area, as needed.