Help Desk Analyst 1

Title : Help Desk Analyst 1

Type : 10+ Months Contract

Location : Atlanta, GA

Description :

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.

or appropriate software.

installation specifications.

installation activities.

problems or to provide technical assistance and support.

Preferred Qualifications

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.