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Helpdesk Analyst
Ref No.: 17-02600
Location: Atlanta, Georgia
Help Desk-Customer Application Support

The Georgia Client (Client), Office of Information Technology is seeking qualified candidates for the position of Integrated Eligibility System (IES) Helpdesk Analyst.  There will be (3) positions filled from this announcement. 

The Contractor IES Help Desk Analyst will be working as part of the IES Help Desk providing support to Constituents statewide. These positions are required in order to ensure that the current help desk team will continue to operate at the highest level of efficiency once IES is implemented.
The successful candidate will be responsible to provide technological and helpdesk support for users of the Integrated Eligibility System application which is used to determine applicant eligibility for Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), Medicaid, WIC, Energy Assistance and Childcare Assistance. The IES Help Desk Analyst will research and document system problems and procedures, provide problem resolution to user/customers, develop and write user updates for the systems.
Bachelor's degree in a related field or Associate degree in a related field and two years of related experience or Two years at the lower level or equivalent
Preferred Qualifications
  • Experience working in helpdesk and/or customer service environment
  • Superior ability in oral, written and interpersonal communications
  • Experience working in a team environment and superior ability to commit to a team effort
  • Strong analytical skills. Experience in analyzing and identifying problems and ensuring their correction.
  • Must be self-motivated and able to work independently within a team environment.
  • Experience with User Acceptance Testing
  • Experience with MS Office
  • Knowledge of call center telephony and technology
  • Knowledge of customer service principles and practices

  • Communication skills both verbal and written -Advanced-4-5 yrs
  • Microsoft Access-Advanced-3-4 yrs
  • MicrosoftOffice-Advanced-4-5 yrs
  • Presentation skills -Advanced-3-4 yrs
  • Team work-Advanced-4-5 yrs