Helpdesk Analyst - 2024-7806 - Unlimited Growth Potential

Cox Enterprises is searching for a Helpdesk Analyst in Atlanta, GA! The Helpdesk Analyst delivers quality Helpdesk support to Cox company employees by providing them with a single point of contact to report issues or make inquiries. Manages day to day service delivery and works on special projects as assigned. Develops and maintains a good rapport with other CIS support teams. Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel; both verbally and in writing. Should exhibit creativity in research and provide recommendations that will enhance customer support. This is a temporary 36-month assignment.

• This is a hybrid role in Atlanta, GA - 2 days per week onsite varying between Tuesday and Thursday or Wednesday and Thursday, depending on the team
• 9:00 AM - 6:00 PM

• Ensures customer satisfaction by responding to client calls and emails in a timely manner. Logs all customer inquiries and issues in Incident Management and tracks them until resolution and incident closure.
• Ensures timely and accurate escalation of customer issues by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
• Conducts 1st level problem determination using documented procedures and available tools. Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other CIS resources.
• Ensures incident resolution by maintaining an Action Plan for issue resolution, by initiating and tracking incident assignments to technical resources, vendors, and so forth, and by keeping the customer updated on the status of incident resolution.
• Initiates escalation as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets.
• Builds team spirit by assisting and coaching other staff members.

• High school diploma / GED required.
• A minimum of 2+ years Client Support experience with use of support tools: phone, email, incident management (Remedy preferred), and remote support.
• A minimum of 2+ years providing level one support of Microsoft (MS) XP operating system (MS Vista and Mac OS X preferred), MS Office Suite 2003 & 2007 including Outlook, IE 6 & 7 (Safari and Firefox preferred), Email messaging (Exchange and Lotus Notes), Active Directory, networking, hardware (laptops, desktops, peripherals, and Blackberry devices) and mainframe account administration (preferred).
• Strong dedication to customer service, excellent problem solving skills, and inherent decision making ability.
• Good initiative and assertiveness. Good task management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures.
• Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management.

$17.00 per hour

As a woman-owned firm, Atrium values diversity. We are an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

This job posting is for a temporary role as an employee of Atrium on assignment at Cox. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements

By applying for this position you agree to the Atrium Terms and Conditions. Agreeing to these terms, includes permission to use the email address and mobile phone number you provide during the application process or throughout the duration of your prospective or actual employees to notify you of job openings, profiles, articles, news, and other employment-related information, as well as to notify you of special promotions or additional products and services offered by us or our affiliates and partners (collectively, “Atrium Alerts”). Atrium Alerts may be sent by email, phone or text message. Your personal information will be safely stored in our database. Atrium does not sell your personal information to third parties. Text message and data rates may apply. To OPT OUT of text messaging or to modify your communication preferences for Atrium Alerts at any time, please contact us at [email protected].

If you do not agree with the Atrium Terms and Conditions, you can still complete your application for this position by emailing your resume to our team at [email protected]. Please include the job title in the subject of your email.