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: GA DHS - SHINES Help Desk Support Analyst
Location: Atlanta, GA 30334
Duration: 6+ Months
Job Type: Contract
Work Type: Remote
Job Description
Qualifications and Education Requirements
Bachelor’s degree in related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical/application support.
Requires good troubleshooting & problem-solving skills.
Must have strong communication & customer service skills with excellent phone presence.
Must be dependable, accountable, quick learner with a good technical aptitude.
Must be detailed oriented for note taking within ticketing system.
Job Duties
Answer inbound calls, chat & emails from customers needing assistance.
Provides technical assistance to both internal and external customers for tier one issues.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Provide prompt and accurate feedback to customers.
Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.
Update knowledge base and documentation with technical and issue resolution.
Preferred Qualifications
Five (5) years of experience as a help desk support analyst.
Strong customer service orientation.
Excellent listening, interpersonal, written, and oral communication skills.
Excellent administrative, triaging, and time management abilities.
Highly self-motivated and directed.
Experience working in a team-oriented, collaborative environment.
Experience with Jira or ServiceNow
TekWissen® Group is an equal opportunity employer supporting workforce diversity.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Staffing and Recruiting
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