Child Welfare Modernization Help Desk Analyst

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our Client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.

Position: Child Welfare Modernization Help Desk Analyst

Location: Atlanta, GA 30303

Duration: 9 Months

Job Type: Contract

Work Type: Remote

Job Summary:

• The Child Welfare Modernization Help Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Responsibilities include:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users.

Qualifications

• High School diploma with 5 years of help desk experience

• Associate Degree with 3 Years of help desk experience

Required Skills

• Experience working in a Help Desk environment required

• Experience in Microsoft Office Required

• Experience in customer service Required

TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity.