Help Desk Analyst 1 - 00189952
Georgia Department of Human Services, Atlanta, Georgia, United States, 30383
Description
Stronger Families for a Stronger Georgia.
The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self‑sufficiency, independence, and protect Georgia's vulnerable children and adults. What we offer.
Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, employee retirement plan, 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long/short‑term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position. Start your career in public service
The Georgia Department of Human Services (DHS), Office of Information Technology (OIT) is seeking candidates for the position of
Help Desk Analyst 1 . This position is located in Atlanta, Fulton County, Georgia. Job Description
Pay Grade - I Under 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. The successful candidate will provide technological and helpdesk support for users of the Georgia Gateway System which is used to determine applicant eligibility for Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), Medicaid, Women, Infants, and Children (WIC), Low Income Energy Assistance Program (LIHEAP) and Childcare Assistance. Role And Responsibilities
Assist and direct DFCS staff with day‑to‑day needs to navigate and gain knowledge of the Georgia Gateway System. Create incident tickets using ServiceNow and escalate as needed to vendor for further analysis. Resolve assigned incident tickets and maintain communication with end users through resolution. Inform Supervisor of concerns, who will then consult with vendors or technical staff to ensure functionality of automated system is consistent with laws, regulations, and best practice standards; ensures that users adhere to relevant laws, regulations, and best practices standards. Research and analyze system/user issues by applying a variety of analytical and research techniques. Provide problem resolution to users/customers on an on‑going basis. Participate in deployments and new installations and/or upgrades, when appropriate. Core Competencies
Effective written and verbal communication skills. Experience working on a team and being a team player. Minimum Qualifications
High school diploma OR GED AND Six months of experience handling customers, questions, complaints, and/or providing information. Preferred Skills/Qualifications
Preference will be given to candidates who, in addition to meeting the minimum qualifications, demonstrate some or all the following education/skills/experience: Bachelor’s Degree in a related field 4 years' experience using the Georgia Gateway System 4 years' experience working with SNAP, TANF, Medicaid, Women, Infants and Children (WIC) and/ or Peach Care for Kids. 2 years skilled experience in using Microsoft Office including Word, Excel; knowledge of PowerPoint and/or Visio. Familiarity with Platform 28. Additional Information
For more detailed information about the Georgia Department Human Services: https://dhs.georgia.gov/ Employment Information
Current State employees are subject to State Personnel Board (SPB) Rules regarding salary. DHS is an Equal Opportunity Employer. If you require accommodations under the Americans with Disabilities Act (ADA), email the request by the closing date of this announcement to: hrhelpline@dhs.ga.gov The candidate selected for this position may be subject to pre‑employment drug screening, education verification, reference, motor vehicle records, and criminal background checks. DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc. As an employee of DHS, 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. Application Process
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 official for next steps in the selection process. Only applicants who are selected and interviewed will receive notification. This position is subject to close at any time once a satisfactory applicant pool has been identified. Benefits Summary
In addition to a competitive salary, DHS offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and child care spending account. Visit http://team.georgia.gov/ for more information. Insurance
Health, dental, vision, legal, disability, accidental death and dismemberment, healthcare and childcare spending accounts, and life insurance plans are available. Health Benefits
1-800-610-1863 State Health Benefit Plan Flexible Benefits
1-877-342-7339 GA Breeze Portal Retirement
State employees participate in the Employee's Retirement System. Contributions are based on a percentage of salary and service date entry. Employee Retirement System: 1-800-805-4609 ERS Website Deferred Compensation
Tax shelter plans are available that enable employees to provide for greater retirement security. Fund programs are available in both 457(k) and 401(k) plans. Peach State Reserves
1-877-342-7339 ERS / Peach State Reserves Credit Union
Employees are eligible to become members of the Atlanta Postal Credit Union and Georgia United Credit Union Recruitment Questionnaire
01) What is your highest level of education completed? Doctorate Degree Master's Degree Bachelor's Degree Associate's Degree High School Diploma/GED 02) Do you have experience with data analysis and reporting? (Experience must be shown on application) Yes No 03) How many years of related information technology experience do you have? (This information must be shown under experiences listed on your application) None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 04) How many years of experience do you have with computer programs such as outlook, excel, and pivot tables? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 05) How many years of experience do you have with the Georgia Gateway System? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 06) How many years of customer service experience do you have working with internal and external customers? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 07) How many years of experience do you have working in OFI programs unit (e.g., Medicaid, TANF and/or SNAP)? Show experience on application. None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 08) How many years of experience do you have in Cloud Platforms, particularly Platform 28? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years Required Question
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Stronger Families for a Stronger Georgia.
The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self‑sufficiency, independence, and protect Georgia's vulnerable children and adults. What we offer.
Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, employee retirement plan, 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long/short‑term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position. Start your career in public service
The Georgia Department of Human Services (DHS), Office of Information Technology (OIT) is seeking candidates for the position of
Help Desk Analyst 1 . This position is located in Atlanta, Fulton County, Georgia. Job Description
Pay Grade - I Under 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. The successful candidate will provide technological and helpdesk support for users of the Georgia Gateway System which is used to determine applicant eligibility for Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), Medicaid, Women, Infants, and Children (WIC), Low Income Energy Assistance Program (LIHEAP) and Childcare Assistance. Role And Responsibilities
Assist and direct DFCS staff with day‑to‑day needs to navigate and gain knowledge of the Georgia Gateway System. Create incident tickets using ServiceNow and escalate as needed to vendor for further analysis. Resolve assigned incident tickets and maintain communication with end users through resolution. Inform Supervisor of concerns, who will then consult with vendors or technical staff to ensure functionality of automated system is consistent with laws, regulations, and best practice standards; ensures that users adhere to relevant laws, regulations, and best practices standards. Research and analyze system/user issues by applying a variety of analytical and research techniques. Provide problem resolution to users/customers on an on‑going basis. Participate in deployments and new installations and/or upgrades, when appropriate. Core Competencies
Effective written and verbal communication skills. Experience working on a team and being a team player. Minimum Qualifications
High school diploma OR GED AND Six months of experience handling customers, questions, complaints, and/or providing information. Preferred Skills/Qualifications
Preference will be given to candidates who, in addition to meeting the minimum qualifications, demonstrate some or all the following education/skills/experience: Bachelor’s Degree in a related field 4 years' experience using the Georgia Gateway System 4 years' experience working with SNAP, TANF, Medicaid, Women, Infants and Children (WIC) and/ or Peach Care for Kids. 2 years skilled experience in using Microsoft Office including Word, Excel; knowledge of PowerPoint and/or Visio. Familiarity with Platform 28. Additional Information
For more detailed information about the Georgia Department Human Services: https://dhs.georgia.gov/ Employment Information
Current State employees are subject to State Personnel Board (SPB) Rules regarding salary. DHS is an Equal Opportunity Employer. If you require accommodations under the Americans with Disabilities Act (ADA), email the request by the closing date of this announcement to: hrhelpline@dhs.ga.gov The candidate selected for this position may be subject to pre‑employment drug screening, education verification, reference, motor vehicle records, and criminal background checks. DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc. As an employee of DHS, 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. Application Process
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 official for next steps in the selection process. Only applicants who are selected and interviewed will receive notification. This position is subject to close at any time once a satisfactory applicant pool has been identified. Benefits Summary
In addition to a competitive salary, DHS offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and child care spending account. Visit http://team.georgia.gov/ for more information. Insurance
Health, dental, vision, legal, disability, accidental death and dismemberment, healthcare and childcare spending accounts, and life insurance plans are available. Health Benefits
1-800-610-1863 State Health Benefit Plan Flexible Benefits
1-877-342-7339 GA Breeze Portal Retirement
State employees participate in the Employee's Retirement System. Contributions are based on a percentage of salary and service date entry. Employee Retirement System: 1-800-805-4609 ERS Website Deferred Compensation
Tax shelter plans are available that enable employees to provide for greater retirement security. Fund programs are available in both 457(k) and 401(k) plans. Peach State Reserves
1-877-342-7339 ERS / Peach State Reserves Credit Union
Employees are eligible to become members of the Atlanta Postal Credit Union and Georgia United Credit Union Recruitment Questionnaire
01) What is your highest level of education completed? Doctorate Degree Master's Degree Bachelor's Degree Associate's Degree High School Diploma/GED 02) Do you have experience with data analysis and reporting? (Experience must be shown on application) Yes No 03) How many years of related information technology experience do you have? (This information must be shown under experiences listed on your application) None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 04) How many years of experience do you have with computer programs such as outlook, excel, and pivot tables? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 05) How many years of experience do you have with the Georgia Gateway System? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 06) How many years of customer service experience do you have working with internal and external customers? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 07) How many years of experience do you have working in OFI programs unit (e.g., Medicaid, TANF and/or SNAP)? Show experience on application. None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years 08) How many years of experience do you have in Cloud Platforms, particularly Platform 28? None Less than 1 Year 1+ Years 2+ Years 3+ Years More than 4 Years Required Question
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