Help Desk Analyst 1

The State Accounting Office (SAO) is hiring an entry-level Help Desk Analyst 1 to serve as the first point of contact for voice calls and service request intake from SAO customers. In this onsite role in Atlanta, GA, you will support users of Workday applications and related systems, addressing routine to complex inquiries tied to Financials, Human Capital Management, and the State Travel and Expense System (Concur).

Role overview

As the first line of support, you will respond to customer needs through voice support and service request tickets, evaluate incoming requests, and route issues to the correct course of action. The position covers ongoing support activities across Workday modules and related tools, along with customer communication through Oracle Customer Relationship Management (CRM).

Responsibilities

• Provide technical support for customers who need help with access to or assistance with SAO Workday applications
• Use Platform 28 to manage voice calls and handle service request tickets involving routine to complex inquiries
• Evaluate customer requests, analyze the issue, and determine the appropriate next steps
• Use Oracle CRM to review customer comments, including attachments, as well as replies to typed responses in service requests
• Navigate and memorize actions within the Workday HCM and Financials modules, interpreting process and procedures
• Review employee records and perform data entry within Workday HCM and Financials, including the Concur system for state travel employees
• Alert the manager to emerging trends, adhere to established KPI metrics, and participate in required ongoing Security Training

Required qualifications

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

Minimum and preferred qualifications

• Minimum qualifications match the required qualifications listed above
• Preferred: One to two years of help desk or customer service experience
• Preferred: Effective verbal communication, active listening, and a good speaking voice
• Preferred: Experience supporting ERP applications (PeopleSoft, Workday, Infor, SAP) on a help desk or in a customer service role
• Preferred: Fundamental knowledge of Accounting, Human Resources, and Payroll
• Preferred: Entry-level skills using Microsoft applications (Word, Excel, Outlook, Microsoft Teams) and familiarity with internet browsers

Technologies

• Workday (including Workday HCM and Workday Financials modules)
• Platform 28
• Oracle Customer Relationship Management (CRM)
• Concur
• Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Teams
• Internet browsers

Additional information

• 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
• During employment, the selected employee must reside and work in the State of Georgia
• Must have current legal authorization to work in the United States without employer sponsorship
• SAO does not sponsor or support employment based on non-immigrant visas, including but not limited to H-1B, F1, M1, J1, or E2, or any other visa category
• Complete all application sections; a resume does not substitute for a complete work experience section
• All qualified applicants will be considered, though not all may receive an interview
• Selected applicants will be contacted by the hiring agency for next steps; applicants who are not selected will not be notified
• This posting may close at any time prior to the published closing date once a suitable applicant pool is identified

Salary: USD 38,452 - 50,142 per year. Education: High school diploma or GED. Work location: Onsite in Atlanta, GA.