Help Desk Support Analyst
: Job Details :

Qualifications and Education Requirements Bachelor's degree in related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non- technical/application support. Requires good troubleshooting & problem-solving skills. Must have strong communication & customer service skills with excellent phone presence. Must be dependable, accountable, quick learner with a good technical aptitude. Must be detailed oriented for note taking within ticketing system. Job Duties Answer inbound calls, chat & emails from customers needing assistance. Provides technical assistance to both internal and external customers for tier one issues. Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. Provide prompt and accurate feedback to customers. Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner. When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support. Update knowledge base and documentation with technical and issue resolution.Preferred Qualifications Five (5) years of experience as a help desk support analyst. Strong customer service orientation. Excellent listening, interpersonal, written, and oral communication skills. Excellent administrative, triaging, and time management abilities. Highly self-motivated and directed. Experience working in a team-oriented, collaborative environment. Experience with Jira or ServiceNow Required/Desired Skills Skill Required /Desired Amount of Experience Experience working in an Information Technology Help Desk support environment Required 5 Years Experience in Microsoft Office Required 3 Years Experience in customer service Required 5 Years Bachelor's degree in related field Required 0 Experience with Jira or ServiceNow Highly desired 0 Experience in to work with child welfare staff to provide technical and non-technical/appli Required 0 Questions No. Question Question1 Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? Question2 Please list candidate's email address that will be used when submitting E-RTR. Question3 Candidate must be paid the rate of $28.67 if selected for engagement therefore the SRP rate cannot exceed $38.70. Do you accept this requirement? Question4 The maximum mark-up for this engagement's SRP rate is 35%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%? Question5 This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement? Question6 The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client's selection date. Do you accept this requirement? Question7 Remote Work Permitted: Due to COVID-19, the client has agreed to allow the selected candidate to work remotely for the time being. However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?