Helpdesk Analyst - Hands on computer technical support for our internal users with at least 5 years experience.  Looking for very experienced technical support analyst.


Agency: Dept. of Administrative Services

General Description

We are looking for a system analyst with 5 years experience or more in supporting users with IT related needs and issues.

Provide technical assistance to computer users. Answer questions and resolve computer problems for users in person, via telephone and electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Coordinate and work with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, end user computer hardware, communications and applications. Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond SLA’s.

Job Responsibilities

• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets
outside of SLA’s until resolved.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems,
or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or
installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or
installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve
problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to third party support vendors for service.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.

Preferred Qualifications

• 5+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with
Outlook, MS Office, Win 10, Active Directory, COTS applications.

Work Schedule: The candidate must be local to Atlanta and be able to come to the office every day to work.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Experience with hands on computer technical support involving user issues with Windows 11, Microsoft Office Suite, MS Outlook Email, login Issues, etc	Required	3	Years
Using and monitoring helpdesk ticket systems.	Required	3	Years
Hardware setup and software installation.	Required	3	Years
Active Directory Support	Required	3	Years
Any computer certifications would be an asset.	Desired	1	Years

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	Please list candidate's email address.
Question3	Candidate must be paid AT LEAST - if selected for engagement. Candidate can be paid more; however, the SRP rate cannot exceed - Do you accept this requirement?
Question4	The maximum mark-up for this engagement’s SRP rate is 30%.  To be competitive on pricing, a mark-up below the 30% threshold is suggested.  Do you agree to propose a mark-up at or below 30%?
Question5	This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?
Question6	The selected candidate will be expected to start their engagement no later than 1 week from the client’s selection date. Do you accept this requirement?
Question7	NOTE: This role may lead to a full-time offer.
Question8	The candidate must be local to Atlanta and be able to come to the office at 200 Piedmont Ave SE, Suite 1804 West Tower, Atlanta, GA 30334 on a daily basis. Do you accept this requirement?