**Job Title:** Desktop Analyst 1 **Location** : Atlanta, GA, USA **Travel** :25% **Job description:** Problem Diagnosis / Troubleshooting (25%) Diagnoses basic problems and performs troubleshooting steps based on knowledge of software and hardware used, Help Desk diagnostics, and conversations/information gathering from users. Problem Ticket Administration (25%) Logs, documents and maintains history records on client production problems utilizing systems and processes available. Problem Resolution (20%) Resolves basic problems in a timely manner which fall within guidelines of first level support and escalates more complex problems to the appropriate level (More experienced Help Desk staff, Applications Technology, Base Technology, outside vendors, etc. **Key Responsibilities:** Maintains ownership of client problem through resolution, ensuring end-to-end problem resolution. May not be involved in all steps of resolution but is responsible for tracking and ensuring problem is solved, on ultimate point of contact to the client. Answers to 'How-To' Questions (e.g., software usage) (15%) Assists in building client knowledge and capability with systems by providing answers to clients' questions regarding IS solutions, and by providing applicable tips to increase client’s productivity with systems. Strategies Linked to the Division's Business Goals/Results (5%) Understands American Family's business environments, corporate culture and structure to support work initiatives. Supports and participates in the I/S transformation process including the cultural principles (ethics, integrity, meeting behaviors, teamwork, cooperation, communications, interpersonal relations, supervisory behaviors, contracting, customer focus, quality, risk management, empowerment, and entrepreneurship). Identifies, tracks, escalates, resolves and reports customer problems in one or more of the following areas: network operating systems, desktop operating systems, application software (off the shelf and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe communication, etc. Serves as the first point of contact for user problems and inquires. Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to the appropriate level. In this developmental job, as skill progresses, works on progressively more complicated problems and issues. Develops an understanding of the domain and charter within area of responsibility. Collaborative and Team-Based Environment (5%) Works well with others on the Help Desk staff to ensure optimal service to clients. Shares knowledge and information with others on team to better resolve problems and build client knowledge. **Required Skills:** Works with clients, demonstrating professionalism and empathy, to fully understand their problem/frustrations/concerns. May work with Testing and Technician Services to provide pre-user testing for new products. Knowledge Base Entries Identification (5%) Based on problems/issues of clients, provides feedback for additional databased entries into the Knowledge database. **Desired Skills:** (Please note that if the candidate has 1 of the following 3, that would suffice) 1. 6 months experience in a call center environment. 2. 6 months experience in an IT roll. 3. Some type of IT schooling or degree in IT Preferred experience… 6 months experience of some type of customer service work. Ability to work in a fast-passed environment. Ability to think outside the box. A is helpful. **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: + Flexible work + Healthcare including dental, vision, mental health, and well-being programs + Financial well-being programs such as 401(k) and Employee Share Ownership Plan + Paid time off and paid holidays + Paid parental leave + Family building benefits like adoption assistance, surrogacy, and cryopreservation + Social well-being benefits like subsidized back-up child/elder care and tutoring + Mentoring, coaching and learning programs + Employee Resource Groups + Disaster Relief **About Capgemini** Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion. Get the future you want | www.capgemini.com **Disclaimer** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. **Job:** _Infrastructure_ **Organization:** _CIS US MS_ **Title:** _Desktop Analyst 1_ **Location:** _GA-Atlanta_ **Requisition ID:** _080174_