Help Desk Analyst

Job ID: MS-163494

Hybrid (6 wks onsite then remote)/Local Helpdesk Analyst with ADABAS, Mainframe/Linux/Windows, SQL Server, QA, Data Quality, JIRA, ticketing experience

Location: Jackson MS (MDHS)
Duration: 12 Months

Skills:
Mainframe Intermediate Preferred
Linux Intermediate Preferred
Windows Advanced
Hardware Required
Windows PC Intermediate
Database Systems/Database Tools Required
SQL Server Intermediate Preferred
ADABAS Intermediate
QA/Testing Approaches, Application Preferred
Data Quality Intermediate Preferred
Scoring Method

Job Description:
Candidate must have experience serving as primary point of contact for users experiencing help desk related issues. Experience analyst with a background in system diagnosing software problems, resolve user inquiries for manual data manipulation. Based on documented incidents in JIRA ticketing system, email or data log spreadsheet to ensure seamless business operations for the Success data conversion project. Experience in interacting with DHS program areas and technical staff regarding business and information technology needs. Manage receiving tickets, document, prioritize, and track support requests from phone calls, emails, or chat portals. Experience with escalating issues and identifying complex or recurring problems and escalate them to supervisor/manager for resolution. Strong verbal and written communication skills to handle user frustration and convey clear policy resolutions. Critical -thinking skills to diagnose root causes and document each incident to be used as the basis for system enhancements.

Required Skills/Experience
Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will NOT be presented to the manager for consideration.
Applicants must have at least 5years of experience with automated system for determining benefits for SNAP, TANF or E&T

Preferred/Not Required
provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory experience, WebLogic experience helpful, etc.
Proficiency with JIRA (documented change system), Proficiency with Windows applications and Certified Professional Business Analyst.