DCA Help Desk Support Specialist

Smart IMS • Atlanta, GA

2d • Hybrid

About The Position

Under broad supervision, the 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. The role is part of the IT Infrastructure Team and provides Tier I and Tier II services. Reporting to the IT Client Services Manager, the specialist helps provision, configure, install, operate, document, maintain, monitor, and report on systems hardware, software, and related infrastructure performance. The position may serve as a lead worker.

The IT Client Services Team seeks an experienced, self-motivated specialist with demonstrated competence and the ability to contribute to business operations and improvement initiatives. The specialist provides ongoing operational and user assistance, supports applications, responds to internal and external client concerns, and offers both remote and desk-side support. The assignment is contingent on customer renewal and adequate funding. Remote work is permitted for the time being, but the selected candidate must be available to report onsite when directed.

Requirements

• High school diploma or GED and two years of experience providing software or hardware customer support or technical assistance to computer users; alternatively, a vocational/technical degree in computer applications, computer technology, or a closely related area and one year of software or hardware customer-support experience; or two years of experience at the lower-level Help Desk Support Specialist 2 or equivalent.
• The minimum qualifications also state a high school diploma or GED and 2–3 years of experience handling clients, questions, complaints, and/or providing information.
• 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, 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 customer service and customer-support interaction experience, including personable desk-side engagement.
• Excellent interpersonal, oral, and written communication skills.
• Excellent problem-solving skills.
• Technical competence and knowledge of systems management, development and implementation methods, and infrastructure.
• Candidate must accept the stated conditions concerning approval and contact information for absences longer than two weeks, minimum candidate pay of $27.50 and maximum SRP rate of $37.13, a proposed markup at or below 35%, funding and renewal contingency, start within 10 business days of selection, and availability to report onsite as directed.

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 (two years desired).
• ServiceNow incident-reporting experience (two years desired).
• Experience imaging Dell machines running Windows 10.
• Inventory-management experience.
• Experience working in an ITIL Service Management organization.
• ServiceNow experience.
• CCNA (Cisco Certified Network Associate).
• Experience installing and supporting recent Microsoft enterprise-level products, including Exchange 2007 or newer, SQL Server 2005 or newer, Access, ODBC, System Center, or SharePoint 2010 or newer.

Responsibilities

• Provide online and desk-side help-desk services to identify and resolve IT operational issues, and document service procedures and resolutions.
• Provide end-user support for incident, problem, and request tickets involving end-user systems, including business and custom applications and devices.
• Assist clients with Tier I issues and provide Tier II support for issues beyond the specialist’s subject-matter expertise.
• Communicate with state employees and internal clients, provide information and services, and analyze client requirements and concerns.
• Serve as a liaison between clients and technical staff for implementation and development of business-process automation.
• 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.
• Design, install, and support workstations and agency IT systems, including Windows servers and workstations, LAN, VPN, Microsoft 365 E5, SharePoint, Active Directory, VoIP, and business and custom applications.
• Install and support Microsoft enterprise products, such as Exchange, SQL Server, Access, ODBC, System Center, and SharePoint.
• Perform printer installations, toner replacement, and print-server support or administration.
• Provide KPI reports and documentation on systems and application operations using Microsoft Office applications.
• Image Dell machines running Windows 10 and support inventory management.
• Receive additional training as needed to gain proficiency across areas of the unit.
• May perform clerical duties and provide information to external clients about the unit’s program area.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED