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The Georgia Department of Human Services (DHS), Office of Information Technology is seeking candidates for the temporary contractor position of Child Welfare Modernization Help Desk Analyst in Atlanta, Georgia.

The Child Welfare Modernization Help Desk Analyst s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Responsibilities include:
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately
experienced technician.
Record, track, and document the help desk request problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.

Qualifications
High School diploma with 5 years of help desk experience
Associate Degree with 3 Years of help desk experience

Required Skills

Experience working in a Help Desk environment required
Experience in Microsoft Office Required
Experience in customer service Required

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Experience working in a Help Desk environment	Required	5	Years
Experience in Microsoft Office	Required	3	Years
Experience in customer service	Required	5	Years
Associate Degree and 3 years of help desk experience or High School Diploma and 5 years of help desk experience	Required	0

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	Please list candidate's email address that will be used when submitting E-RTR.
Question3	Candidate must be paid the rate of NA if selected for engagement therefore the SRP rate cannot exceed NA. Do you accept this requirement?
Question4	The maximum mark-up for this engagement s SRP rate is 35%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%?
Question5	This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?
Question6	The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client s selection date. Do you accept this requirement?
Question7	Remote Work Permitted: Due to COVID-19, the client has agreed to allow the selected candidate to work remotely for the time being. However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?

RICEFW Technologies Inc

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