What are the responsibilities and job description for the IT Service Representative (IT Help Desk) position at Athena Information Technology?
IT Service Representative (IT Help Desk)
Location: Atlanta, GA
Job Type: Full-time | On-call rotation required
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
About Us
Our mission is to support our care teams with reliable technology, guided by our Core Values. We're looking for a service-minded IT professional who thrives in a fast-paced environment and enjoys solving problems that help people.
Position Summary
As an IT Service Representative (IT Help Desk), you'll be the first point of contact for IT support across the company. You'll handle Tier 1 technical issues, document and resolve tickets, and escalate complex cases as needed-all while delivering excellent customer service.
What You'll Do
- Serve as the first line of IT support for staff via phone, email, and ticketing system.
- Resolve Tier 1 issues (hardware, software, network, applications).
- Track, document, and follow up on support tickets.
- Escalate issues to Tier 2 teams when necessary.
- Provide user training and support on IT equipment and software.
- Participate in 24/7 on-call rotation for emergency support.
What We're Looking For
- High school diploma or equivalent (required).
- 1 year technical support experience or internship.
- 1 IT certification or 2-year Associate's degree.
- Strong troubleshooting and customer service skills.
- Experience with ticketing systems, MS Office, and remote support tools.
- Excellent communication-able to explain technical issues clearly.
Why Join Us?
- Competitive pay benefits package.
- Opportunities for career growth and certifications.
- Supportive, mission-driven team environment.
- Make a real impact by helping our care centers deliver better service every day.
Apply today to bring your IT skills to a place where they matter!