DCA Help Desk Support Specialist (815724)

STI•Atlanta, GA

About The Position

Under broad supervision, provides assistance to Georgia Department of Community Affairs computer system users, resolving questions and problems in person, by telephone, email, or remotely. Reporting to the IT Client Services Manager, the Helpdesk Representative III is part of the IT Infrastructure Team, which identifies, plans, designs, delivers, operates, and controls Tier I and Tier II services. The role supports the department’s business operations and improvement initiatives by provisioning, configuring, installing, operating, documenting, maintaining, monitoring, and reporting on systems hardware, software, and related infrastructure performance. The specialist may serve as a lead worker and receives additional training to develop proficiency across the unit’s work.

Requirements

High school diploma or GED and two years of experience providing software or hardware customer support or technical assistance to computer users; alternatively, two years of experience as a Help Desk Support Specialist 2 or equivalent.
Desktop support experience with Windows 7/10, Office 365, and Adobe Professional (listed as 2 years).
Active Directory experience (listed as 2 years).
Printer support, including toner replacement, and print server administration experience (listed as 2 years).
Desktop imaging management experience (listed as 2 years).
Inventory management and support experience (listed as 2 years).
Good customer service, personable desk-side engagement, and effective customer support interaction (listed as 2 years).
Excellent interpersonal, oral, and written communication skills.
Excellent problem-solving skills.
Experience designing, installing, and supporting workstations and agency IT environments involving Windows Server 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.
Technically competent, with knowledge of systems management, development and implementation methods, and infrastructure.
Vocational/technical degree in computer applications, computer technology, or a closely related area from an accredited college, plus one year of software or hardware customer support experience, is an alternative qualification pathway.

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.
Imaging Dell machines running Windows 10 and inventory management experience.
Experience working in an ITIL Service Management organization.
ServiceNow experience.
SharePoint support experience (listed as highly desired; 2 years).
ServiceNow incident reporting experience (listed as highly desired; 2 years).
CCNA (Cisco Certified Network Associate).

Responsibilities

Provide online, remote, and desk-side help desk services to identify and resolve IT operational issues.
Assist clients with Tier I issues and provide Tier II support for issues beyond the specialist’s subject matter expertise.
Provide end-user support for IT incident, problem, and request tickets involving business and custom applications, devices, and other end-user systems.
Communicate with state employees and internal clients, providing 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, including on-call application support and help with application operations.
Respond to internal and external client concerns remotely and through desk-side support.
Document service procedures and resolutions.
Design, install, and support workstations and agency IT systems and infrastructure.
Install and support applicable Microsoft enterprise products and systems.
Install printers and replace toner.
Provide KPI reports and documentation on systems and application operations using Microsoft Office.
Perform clerical duties in support of the unit, as needed.
Provide information and answers to external client inquiries about the unit’s program area.
Receive additional training as required to gain proficiency and experience in all areas.