Job Title: Service Desk AnalystLocation: 130 Trinity Ave SW, Atlanta, GA, 30303Duration: 03 Months Contract Job Description:

• The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations.
• Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.

Scope of Work/Key Responsibilities:

• Monitor telephone system and take calls from APS users
• Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA’s
• Escalate incidents to level 2 or level 3 support according to established processes and procedures
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to:
• Ensuring that antivirus software installed on all machines and scans are completed routinely.
• Update user and asset information in database (as necessary)
• Provide support for APS IT projects (as needed)
• Follow established processes and procedures.
• Report to IT any suggestions that will improve process or make support easier or more efficient
• Maintain exceptional customer service posture at ALL TIMES
• Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
• Record and submit checklists or other documentation as required

Skills and Qualifications:

• 3 years' work experience (minimum), 5 years preferred:
• HDICSR certification (or similar)preferred
• Strong customer service skills
• Prior experience with service desk support is a MUST
• Prior experience working as a desk side support analyst is a plus
• A Certification is a plus
• Proficient in understanding of network, wireless support
• Knowledge of best practice security standards and techniques is a plus
• Microsoft Windows certification is a plus
• ITIL experience/certification is a plus
• Must have clean criminal record with the ability to pass finger-print background check
• Must be authorized to work in the Unites States

Personal Attributes:

• Creativity and strong attention to detail
• Ability to work effectively on tight deadlines, as necessary
• Excellent command of English language
• Oral and written communication skills
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
• Ability to work under pressure and stay calm/focused when working with irate customers or users
• Positive, productive team player
• Desire to learn new skills and improve

Education/Training:

• Minimum of Associate degree preferred
• 3 years’ experience in Service Desk support.
• Equivalent combination of education and experience will be considered.

Work:

• This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303.
• The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am – 5pm), except on district holidays.

Leadership:

• The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations.
• He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Schedule:

• 8 hour shift

Work Location: In person