Help Desk Analyst

REVISED & READVERTISED

Previous applicants are no longer under consideration and will need to re-apply

This is a sensitive government position

Please review the GBI Employment Disqualifiers before applying for this position. Employment for the selected candidate(s) is contingent upon the successful completion of a GBI background investigation including criminal, credit and driver's history checks, polygraph examination, fingerprinting and drug screening.

Under general supervision, provides support to the Investigative Division () in the Computer Services Unit. The Help Desk Analyst 1 will assist the Computer Services Unit with installing, connecting, removing, and destroying hard drives for computers, servers, printers, and other equipment for approximately 450 end users. The responsibilities will include providing end‑user support for Investigative Division personnel, submitting requests through the GTA outsourced vendors for end‑user computing and networking needs, in addition, to assisting with asset management and inventory of end‑user electronic devices within the Investigative Division.

• Support in the advancement and implementation of new approaches, systems, procedures and augmentations to improve Help Desk performance and to achieve optimum customer service standards.
• Stay well-informed of evolving technologies in computing systems and changes to the GBI enterprise systems, services, infrastructure, and processes.
• Provide technical support on basic software and hardware issues.
• Operating office equipment to include but not limited to computers, copier, fax machines, scanners, answering telephone, and filing.
• Perform day‑to‑day operational and customer service‑related tasks of the Help Desk as appropriate.
• This role requires rotating on‑call work outside of the normal business hours which includes nights and weekends.
• Ability to lift up to 25 pounds.

The incumbent will occasionally be required to stand; walk; reach with hands and arms; stoop and kneel. This position requires the incumbent to be able to lift up to 25 pounds.

This position requires the incumbent to work in an office setting which includes shared office space with other administrative professionals.

Note:

This position may require some travel and operating a state vehicle. A valid Georgia driver’s license is required.

High School Diploma or GED AND 6 months of experience in handling customers, complaints, and/or providing information.

• Proficient working knowledge of Windows 11 Operating System.
• Experience in Microsoft Office Suite.
• Experience in installing workstation hardware and/or other electronic devices.
• Working experience with help desk software.

The GBI reserves the right to close this job announcement once a qualified applicant pool has been identified.

• Due to the volume of applications we receive, we are unable to provide information on application status by phone or by e‑mail. All qualified applicants will be considered but may not necessarily receive an interview. Applicants who are not selected for an interview will not receive notification.
• The GBI follows the Federal statute regarding illegal drug use and is a drug‑free workplace. Although some states have legalized recreational drug use, applicants who currently use illegal drugs or controlled substances will be subject to disqualification from employment with the GBI.
• Applicants must present a professional image during all phases of the GBI hiring process, to include when interviewing, either in‑person or virtually. The attire and appearance of applicants interviewing must be what is generally accepted as both professional and appropriate for a business work environment.
• Foreign
  
  Education:
  
  Applicants who have completed part or all of their education outside the U.S. must have their foreign education evaluated by an accredited organization to ensure that the foreign education is equivalent to education received in accredited educational institutions in the U.S. This evaluation must be a course‑by‑course…