Help Desk Analyst
TITLE: Help Desk Analyst
LOCATION: Atlanta, GA
ANTICIPATED DURATION: Through end of year
This is a 24×7 operation, including nights and weekends and some shift work may be required.
Responsibilities:
- Serve as the frontline, single point of contact for customers requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, including new events related to ASCEND.
- Document customer needs and handle interactions on initial contact, ensuring complete and appropriate documentation if issues are not resolved initially.
- Consult known technology fixes for clients as a technical expert.
- Ensure customers’ technological needs are met and maintain customer satisfaction.
- Work in a 24×7 operation, including nights and weekends, which may require shift work.
- Provide technical support and troubleshooting for various IT hardware, software, and infrastructure issues.
Requirements:
- B.S. degree in a technology-related field, preferred.
- 1 to 3 years experience in a computer/technology field, preferred.
- Knowledge of information technologies, infrastructure, and telecommunication transport.
- Ability to build and maintain relationships within IT and other departments.
- Willingness to take ownership of technical issues.
- Analytical and problem-solving skills.
- Ability to manage multiple tasks and priorities.
- Decision-making skills with minimal management input.
- Self-starter with initiative and independent thinking.
- Strong customer service skills.
- Excellent oral and written communication skills.
- Demonstrates behaviors consistent with company values of trust, performance, and commitment.
- Willingness to work any shift, including weekends.
Preferred Experience:
- Knowledge of Southern Company IT software and hardware configurations, including desktop configurations, network configurations, and Windows 10.
- Knowledge of LAN/WAN technology.
- Working knowledge of mainframe technology and applications.
- Knowledge of access technologies and telecommunication terminology.
- Experience with BMC Helix / SmartIT Event Management System.
The hourly pay rate range for this position is $17.00 to $19.00 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
For immediate consideration, please forward your resume to DWicks@Synergishr.com.
If you require assistance or an accommodation in the application or employment process, please contact us at DWicks@Synergishr.com.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.