State project Helpdesk Support Analyst

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.

Work you’ll do 

• Responsible for receiving, analyzing, and resolving eligibility, operational, and system related issues reported by the client.
• Initial review and analysis of incoming tickets to determine if a system defect is identified or if there is an operational impact.
• Independently analyze tickets to determine if an issue raised by a worker is a defect or if the worker needs additional support to resolve their issue.
• Responsible for communicating why an issue is a defect along with providing supporting design references to advocate for the worker facing the issue.
• Routing tickets to the right group for analysis and solution source
• Work with functional and technical teams and partner with offshore technology teams to identify defects.
• Involvement with onboarding and mentoring new folks when they join the project.
• Mentor team members.

 The team 

Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes—is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The GPS Human Services Transformation offering designs and implements large, complex systems development and transformation projects to Human Service agencies across federal, state, and local government agencies as well as higher education institutions. With end-users, customers, and workers at the center, we collaborate with our clients to deliver quality human services and work to support individuals in need. Some areas that we focus on include Children Services, Eligibility & Enrollment, Child Support Enforcement, and Labor & Workforce Development.

Qualifications 

Required: 

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• 5+ years of Helpdesk support, provide technical assistance and support related to computer systems and software., respond to queries, run diagnostic programs implement solutions.
• 3+ years of mentoring team members.
• 3+ years of experience working on State projects.
• Ability to live and work in Salem OR.

Preferred:

• 3+ years of State IE projects.
• MS Office
• User Acceptance Testing
• SQL 

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html