Pay Grade: K

JOB SUMMARY:
Under general supervision, the WIC Help Desk Analyst will assist customers with tier one issues or forward to second tier support for issues beyond their subject matter expertise. This position will 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 (OVERALL TASKS AND EXPECTATIONS OF THE POSITION):

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  Serves 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 and access such as network/connectivity issues, VPN access, password resets, browser configuration, etc.
• Responds to internal and external customer concerns regarding GA-WIC.
• Analyzes information to determine nature and extent of customer requirements and concerns.
• Responsible for completing required trainings and maintaining skills and knowledge necessary to support GA-WIC internal and external customers.
• Provides information and answers to inquiries from external customers regarding all aspects of specific program area of unit.
• Triages calls for hardware issues, application permissions, policy questions and application functional issues.
• Confirms application issues can be replicated.
• Submits Research/Defect Form to GCOM or Conduent.
• Tracks and escalates calls for system bugs, disfunction and defect resolution.
• Communicates defect resolution status to Superusers.
• Distributes software release notes.
• May perform clerical duties in support of the unit.
• Performs other assignments as required.

Bachelor's degree in a related field from an accredited college or university.

PREFERRED QUALIFICATIONS (BASED ON THE NEEDS OF THE POSITION):
Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:

• 2+ years’ experience as a help desk analyst
• Demonstrated history of excellent customer service and problem-solving skills
• Experience in call center tracking tools
• Knowledge of Service Now/Cherwell ticketing systems
• Competency in MS Office Suite/Microsoft 365
• Experience running diagnostic tests
• Demonstrated ability to learn customer support processes and techniques
• Strong analytical skills
• Prior customer service training

Georgia Department of Public Health Commissioner and leaders encourages 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

All approved teleworking employees must reside within the state of Georgia and depending on the responsibilities of the position, must live within reasonable driving distance of the agency’s primary worksite and be able to report to the office when required.

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.

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.