Help Desk Analyst 2
3.
3 Atlanta, GA Atlanta, GA $39,971 - $52,335 a year $39,971 - $52,335 a year 12 hours ago 12 hours ago 12 hours ago The State Accounting Office (SAO) provides accounting and financial reporting expertise for the State and is statutorily responsible for statewide financial reporting.
The SAO also provides enterprise oversight and management of the State's Enterprise Resource Planning (ERP) system, accounting policy development, financial business process improvement recommendations, and management of the payroll and accounting shared service centers.
Position Description:
The Customer Service Center (CSC) is the front door for customers calling and emailing the State Accounting Office (SAO) for TeamWorks Human Capital Management (HCM) and Financials application services, support and providing access to the systems.
Customers calling SAO for support are triaged by this group first, and then issues beyond their subject matter expertise or access rights are handed off to a second-tier support group.
The CSC works and communicates with state employees, internal customers and/or external customers to provide information and services targeted to meet customer expectations.
This is the entry/training level of the Customer Service series.
Incumbents at this level may require additional training or experience to gain full proficiency in some, or all, of the job responsibilities.
Help Desk Analyst 2 - ITP151 Pay Grade:
J Salary range:
$39,970.
99 - $52,335.
11 Primary Duties &
Responsibilities:
Provides support for customers needing access to or assistance with SAO TeamWorks applications Provides World Class Customer Service to internal and external customers at all times Performs job responsibilities with minimal supervision Answers phones and email to respond to customer requests regarding routine to complex inquires or concerns Makes recommendations for changes in processes or procedures to contact center management Receives, analyzes, processes, mediates, and responds to complaints, inquiries, and requests for information and/or assistance received from customers Has the ability to listen, understand and communicate with others in conveying information Applies analytical or research techniques to determine and resolve customer concerns Recognizes, documents, and alerts the manager of trends in customer calls Uses Customer Relationship Management (CRM) application to document all customer contacts Follows up on customer inquiries not immediately resolved Generates written responses to customer inquiries Adheres to established Key Performance Indicator (KPI) metrics, working in a structured environment Participates in Customer Service and TeamWorks training as required Contributes to build-out and on-going population of the CRM Knowledge Base Skills and Competencies:
Verbal and written communication Active listening Organization Team player attitude Problem-solving ability Multi-tasking ability Willingness to learn Autonomous problem solving Customer relationship ownership Technical ability Minimum
Qualifications:
This position will be filled at a level commensurate with the selectee's education and experience at one of the following levels:
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.
Note:
An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
Preferred
Qualifications:
Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:
Accounting, Financial or Workday background Experience supporting TeamWorks applications either on a help desk or in a support role Willingness to learn new TeamWorks modules and be a team player Knowledge of the programs and functions of a wide range of State of Georgia Agencies Working level skill in the use of Microsoft Office computer application software (Word, Excel, Outlook) Ability to effectively communicate verbally including a good speaking voice and use of proper grammar, active listening skills and a pleasant and courteous manner Ability to analyze the customer's request or complaint, evaluate issues and determine the correct course of action Ability to go beyond a customer's expectations, being persistent in satisfying a dissatisfied or irate customer One year of contact center experience (OR two years of customer service experience) Application/Resume must clearly describe relevant qualifications and experience.
Important Notes:
The SAO offers flexible work hours in a hybrid in-office/remote work environment.
Candidates interested in employment with the SAO must:
Successfully pass a background check; including, criminal background/records check, employment and education verification, employment reference checks, credit evaluation and professional license checks, where applicable; Upon, and throughout, employment, both reside and work in the State of Georgia; and Be legally authorized to work in the United States; the SAO does not offer sponsorships for current or future employment visas (e.
g.
, H-1B employment visa) 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 posting may close at any time prior to the published closing date once a suitable applicant pool is identified.
The State Accounting Office is an Equal Opportunity Employer 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.
Note:
An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
3 Atlanta, GA Atlanta, GA $39,971 - $52,335 a year $39,971 - $52,335 a year 12 hours ago 12 hours ago 12 hours ago The State Accounting Office (SAO) provides accounting and financial reporting expertise for the State and is statutorily responsible for statewide financial reporting.
The SAO also provides enterprise oversight and management of the State's Enterprise Resource Planning (ERP) system, accounting policy development, financial business process improvement recommendations, and management of the payroll and accounting shared service centers.
Position Description:
The Customer Service Center (CSC) is the front door for customers calling and emailing the State Accounting Office (SAO) for TeamWorks Human Capital Management (HCM) and Financials application services, support and providing access to the systems.
Customers calling SAO for support are triaged by this group first, and then issues beyond their subject matter expertise or access rights are handed off to a second-tier support group.
The CSC works and communicates with state employees, internal customers and/or external customers to provide information and services targeted to meet customer expectations.
This is the entry/training level of the Customer Service series.
Incumbents at this level may require additional training or experience to gain full proficiency in some, or all, of the job responsibilities.
Help Desk Analyst 2 - ITP151 Pay Grade:
J Salary range:
$39,970.
99 - $52,335.
11 Primary Duties &
Responsibilities:
Provides support for customers needing access to or assistance with SAO TeamWorks applications Provides World Class Customer Service to internal and external customers at all times Performs job responsibilities with minimal supervision Answers phones and email to respond to customer requests regarding routine to complex inquires or concerns Makes recommendations for changes in processes or procedures to contact center management Receives, analyzes, processes, mediates, and responds to complaints, inquiries, and requests for information and/or assistance received from customers Has the ability to listen, understand and communicate with others in conveying information Applies analytical or research techniques to determine and resolve customer concerns Recognizes, documents, and alerts the manager of trends in customer calls Uses Customer Relationship Management (CRM) application to document all customer contacts Follows up on customer inquiries not immediately resolved Generates written responses to customer inquiries Adheres to established Key Performance Indicator (KPI) metrics, working in a structured environment Participates in Customer Service and TeamWorks training as required Contributes to build-out and on-going population of the CRM Knowledge Base Skills and Competencies:
Verbal and written communication Active listening Organization Team player attitude Problem-solving ability Multi-tasking ability Willingness to learn Autonomous problem solving Customer relationship ownership Technical ability Minimum
Qualifications:
This position will be filled at a level commensurate with the selectee's education and experience at one of the following levels:
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.
Note:
An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
Preferred
Qualifications:
Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:
Accounting, Financial or Workday background Experience supporting TeamWorks applications either on a help desk or in a support role Willingness to learn new TeamWorks modules and be a team player Knowledge of the programs and functions of a wide range of State of Georgia Agencies Working level skill in the use of Microsoft Office computer application software (Word, Excel, Outlook) Ability to effectively communicate verbally including a good speaking voice and use of proper grammar, active listening skills and a pleasant and courteous manner Ability to analyze the customer's request or complaint, evaluate issues and determine the correct course of action Ability to go beyond a customer's expectations, being persistent in satisfying a dissatisfied or irate customer One year of contact center experience (OR two years of customer service experience) Application/Resume must clearly describe relevant qualifications and experience.
Important Notes:
The SAO offers flexible work hours in a hybrid in-office/remote work environment.
Candidates interested in employment with the SAO must:
Successfully pass a background check; including, criminal background/records check, employment and education verification, employment reference checks, credit evaluation and professional license checks, where applicable; Upon, and throughout, employment, both reside and work in the State of Georgia; and Be legally authorized to work in the United States; the SAO does not offer sponsorships for current or future employment visas (e.
g.
, H-1B employment visa) 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 posting may close at any time prior to the published closing date once a suitable applicant pool is identified.
The State Accounting Office is an Equal Opportunity Employer 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.
Note:
An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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