Help Desk Analyst 2

Salary: $37,970.99 – $50,335.11 Annually

Location : 200 Piedmont Ave. SE Atlanta, GA

Job Type: Full Time Salaried

Job Number: 2023-06514

Division/Section: Information Technology (IT)

Unit: IT

Opening Date: 07/26/2023

Closing Date: 8/13/2023 11:59 PM Eastern

Description
Pay Grade: J

Connect passion with purpose. The Georgia Department of Public Health is the lead agency entrusted by the people of Georgia to proudly protect lives and promote healthy lifestyles in diverse communities statewide. We are committed to the health of the entire population as our work impacts past, present and future generations.

What we offer. Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, engaging worksite wellness events, wellness breaks, lactation rooms, employee retirement plan, deferred compensation, 13 paid holidays, vacation & sick leave, dental, vision, long term care, and life insurance; in addition to telework opportunities depending upon the position.

Make your mark in public service. As an accredited public health department, we’re seeking a highly qualified candidate for the position of Help Desk Analyst 2 within the Division of Information Technology in Atlanta, Georgia.

Won’t you join us?
Job Responsibilities
Job Summary:

Under general supervision, assist customers with tier one issues or forward to second tier support for issues beyond their subject matter expertise. Work and communicate with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.

Job Duties and Responsibilities:

• Analyzes information to determine nature and extent of customer requirements and concerns.
• May serve as liaison between customers and technical staff in implementation and development of business process automation.
• Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.
• Responds to internal and external customer concerns regarding web site.
• Receives additional training, as required, to gain full proficiency and experience in all areas.
• May perform clerical duties in support of the unit.
• Provides information and answers to inquiries from external customers regarding all aspects of specific program area of unit.

Minimum Qualifications
Associate’s degree in a related field from an accredited college or university OR Two years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.

Preferred Qualifications:
Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:

1. Knowledge of office365
2. Customer service experience
3. Knowledge of running diagnostic tests
4. Knowledge of ServiceNow Ticketing tool
5. Prior experience with Airwatch, AT&T Verizon wireless devices and installation
6. Competency in call center tracking tools
7. Prior experience supporting customers in use of application software.
8. Proficiency in using support software tools.
9. Microsoft Certification
10. Airwatch Certification

Additional Information
Georgia Department of Public Health Commissioner and leaders encourage all employees to engage in regular wellness activities and to make lifestyle choices that promote health and well-being.

The use of wellness breaks during the workday is authorized to support this philosophy and assist employees in meeting their wellness goals. A maximum of 30 minutes in a given workday may be used to engage in wellness activities, generally in the form of two 15-minute breaks or one 30-minute break.

Employment Information

Current State employees are subject to State Personnel Board rules regarding salary.

DPH accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) will be considered. DPH will contact educational institutions to verify degree, diploma, licensure, etc.

The candidate selected for this position may be subject to pre-employment drug screening and a criminal background check.

Relocation assistance will not be provided.

As an employee of DPH, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.

If you require accommodations under the American Disability Act (ADA), email request by the closing date of this announcement to: DPH-HR@dph.ga.gov.

DPH is an Equal Opportunity Employer

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered, but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

Standard Benefits for FULL Time Salaried Employees
In addition to a competitive salary, we offer a generous benefits package that includes a flexible schedule, training opportunities, health insurance, employee retirement plan, deferred compensation, 13 paid holidays, vacation & sick leave, dental, vision, long term care, and life insurance.
No benefits are offered for part time employees.

01

The answers you provide to the supplemental questions will be used to determine if you meet the minimum qualifications for this position. Your responses pertaining to specific work experience and education must be clearly shown in the areas for work history and education on your application. Your application must be completed in full before it is submitted. We do not accept additional information after your application has been received by the Personnel Department. Do you accept these conditions?

• Yes
• No

02

Are you a current employee of the Georgia Department of Public Health?

• No
• Full Time Employee
• Part Time Employee
• Temp or Contractor
• Intern
• Volunteer

03

What is your highest level of education completed?

• Master’s Degree
• Bachelor’s Degree
• Associate’s Degree
• High School Diploma
• GED
• None of the above

04

How many years of relevant information technology/systems experience do you have?

• None
• Less than 1 Year
• 1+ Years
• 2+ Years
• 3 Years or more

05

How many years of customer service work experience do you have?

• None
• Less than 1 Year
• 1+ Years
• 2+ Years
• 3 years or more

06

How many years of experience do you have with Airwatch, AT&T, Verizon Wireless devices and installation?

• None
• Less than 1 Year
• 1+ Years
• 2+ Years
• 3 years or more

07

How many years of experience do you have with call center technologies (phones, ticket management, knowledge base, etc.)

• None
• Less than 1 Year
• 1+ Years
• 2+ Years
• 3 years or more

08

What is your level of proficiency utilizing Microsoft Office 365 (i.e. Outlook, Word, Excel, PowerPoint, SharePoint, Teams) to perform work?

• None
• Beginner: Some exposure, but just learning
• Intermediate: Needs guidance
• Advanced: Can train others
• Expert

Required Question