Help Desk Analyst 1

Georgia Department of Revenue; Atlanta (GA); On-site; USD 38,000 - 50,000; Full time

Job summary

State Accounting Office in Georgia is seeking a Help Desk Analyst 1 to provide first-line support for SAO Workday applications and related ERP systems. You will handle voice calls and service requests, triage issues, and guide users through complex processes.

The role requires strong communication skills, customer service experience, and familiarity with ERP tools like Workday and Concur. This is a day shift in a state agency with robust benefits.

Qualifications

• High school diploma or GED and six months of customer service experience.
• Experience supporting ERP applications (Workday, PeopleSoft, SAP) or in a help desk role.
• Strong communication and problem-solving skills.

Responsibilities

• Provide technical support for SAO Workday applications.
• Answer voice calls and service tickets using the CRM system.
• Triage requests, analyze issues, and determine corrective actions.
• Navigate Workday HCM and Financials modules and Concur for state travel.
• Monitor trends and adhere to KPI metrics.

Skills

Customer service

Education

High school diploma or GED

Tools

Workday

Oracle CRM

Concur

PeopleSoft/SAP

Job description

Explore a World of Opportunity with the State of Georgia!

We are the force that drives Georgia!
Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia’s more than 10 million citizens!
Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title:

Help Desk Analyst 1

Agency:

State Accounting Office

Job Requisition ID:

JR0000006145

Shift:

Day (United States of America)

Compensation Details:

$38,452.58 - $50,142.29

Job Description:

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.

The Help Desk Analyst utilizes Workday software to handle comprehensive inquires involving Financials, Human Capital Management, and State Travel and Expense System (Concur). The Help Desk Analyst is the first point of contact for all voice calls together with service requests. Customers notifying SAO for support are triaged according to the subject matter. This position is the entry point to the Help Desk Analyst series. Employees at this level may require additional training or experience to gain full proficiency in some or all the job responsibilities.

Important Notes:

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
• Have current legal authorization to work in the United States without employer sponsorship. The SAO does not sponsor, or support employment based on non-immigrant visas, now or in the future, including but not limited to H-1B, F1, M1, J1, E2 or any other visa category

Help Desk Analyst 1 – ITP150

Pay Grade: I

Salary Range: $38,452.58 - $50,142.29

Minimum Qualifications:

High school diploma or GED and six (6) months of experience handling customers, questions, complaints and /or providing information.

Primary Duties and Responsibilities:

• Provides technical support for customers needing access to or assistance with SAO Workday applications
• Access Platform 28 software to answer voice calls, responds to service request tickets concerning routine to complex inquiries
• Requires the ability to listen, comprehend, and communicate with customers in conveying information
• Evaluate customer’s requests, analyze the issue, determine the correct course of action
• Utilize Oracle Customer Relationship Management (CRM) application to evaluate client’s comments including attachments, replies to typed responses to customer’s service requests
• Memorize actions while navigating through Workday application HCM and Financials modules, interpret process/procedures
• Review employees’ records, input information, apply data entry to various modules located within the Workday HCM and Financials modules and the Concur system for state travel employees
• Alerts manager of trends, adheres to established KPI metrics, participates in ongoing Security Training as required

Preferred Qualifications:

• One to two years of help desk or customer service experience
• Ability to effectively communicate verbally, active listening skills, good speaking voice
• Experience supporting ERP applications (PeopleSoft, Workday, Infor, SAP) either on help desk, or in a customer service role
• Fundamental knowledge of Accounting, Human Resources, and Payroll
• Entry level skill in the use of Microsoft applications Word, Excel, Outlook, Microsoft Teams, and familiar with all internet browsers

GA@WORK Primary Duties and Responsibilities:

• Responsibility: Employee Support
• Level of Accountability: Contributor
• Security Risk Level: Medium
• Training & Support
• Integration w/Standard Duties
• Role-Specific Additions

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.