Service Desk Specialist

Location: Hybrid in Alpharetta, GA

This is a salaried role, and you are paid hourly for your work. This role is eligible for overtime.

Duties and Responsibilities:

• Provides excellent customer service to all customers.
• Fields incoming help requests from end users via a variety of intakes.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
• Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensures all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Identifies and escalates critical incidents.
• Participates in an afterhours on-call rotation.

Required Skills:

• Strong hardware and software troubleshooting skills
• Strong written and oral communication skills.
• Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Experience supporting VOIP telecom devices.
• Basic knowledge of switches and network devices.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Ability to prioritize and execute tasks in a high-pressure environment.

Qualifications:

• High school diploma or equivalent required.
• 1-3 years of experience in a help desk/service desk or IT support role.
• Relevant work experience required.

#ITNYC

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift
• Rotating weekends

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Ability to Commute:

• Alpharetta, GA (Required)

Work Location: In person