Help Desk Analyst 1

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) works and communicates with the State of Georgia employees. Information and Services is provided, targeted to meet our customer expectations. The CSC team handles all Tier 1 inquiries for Teamwork Financials (FSCM) module, Human Capital Management, (HCM) module together with State Traveling employees' inquiries/issues that pass-through State Accounting Office (SAO). The HelpDesk Analysts is the first point of contact for all service request tickets forwarded to (SAO). Customers notifying SAO for support, are triaged according to the Team Works groups. Issues beyond Tier 1 support subject matter expertise including accessibility rights, are escalated to a second-Tier support group. This position is the entry point to the HelpDesk Analyst series. Employees at this level may require additional training or experience to gain full proficiency in some or all the job responsibilities.

Help Desk Analyst 1 - ITP150

Pay Grade: I

Salary range: $36,973.63 - $48,213.74

Primary Duties & Responsibilities:

        Provides technical support for customers needing access to or assistance with SAO TeamWorks applications

        Logs into to Platform 28 calling software answers phones calls, responds to service requests tickets concerning routine to complex inquiries

        Possess the ability to listen, understand as well as communicates with customers in conveying information

        Evaluate customer's request, analyze the issue, determine the correct course of action

        Utilize Oracle Customer Relationship Management (CRM) application to evaluate clients' comments including attachments, replies to typed responses to customer's Service Request Tickets

        Memorize actions while navigating through Teams Works application modules HCM/ Financials, comprehend process /procedures

        Review employees' records, Input information, applies data entry to various modules located within the Team Works HCM, Financials and Concur application for state traveling employees

        Alerts manager of trends, adheres to established KPI metrics, participates in ongoing Security Training as required

Minimum Qualifications:

High school diploma or GED AND Six months of experience handling customers, questions, complaints and /or providing information.

Preferred Qualifications:

Preference may be given to applicants who, in addition to meeting the minimum qualifications, possess the following:

        One or Two years of helpdesk or customer service experience

        Ability to effectively communicate verbally, active listening skills, good speaking voice, of proper use of grammar and a pleasant, also courteous demeanor

        Experience supporting ERP applications (PeopleSoft, Workday, Infor, SAP) either on helpdesk, or in a customer service role

        Acquired some knowledge of Accounting, Human Resources and Payroll

        Enter level skill in the use of Microsoft applications Word, Outlook, Excel, Microsoft Teams, familiar with all internet browsers

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