Help Desk Support Specialist

Position: Help Desk Support Specialist

Location: Downtown Atlanta, GA (In-office 5 days per week)

Type: Contract

Pay: $22.00 - $24.50 per hour

JOB DUTIES AND RESPONSIBILITIES:

• Serves as the primary escalation point for incoming queries and technical issues.
• Manages and/or assigns projects and tasks to other team members as appropriate
• Advises, collaborates and assists business units with system enhancements and modifications
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools.
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
• Assists users with information security and privacy questions; provides directions for the correct action.
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.

TECHNICAL SUPPORT, SPECIALIST SKILLS, AND QUALIFICATIONS:

• Minimum of 2-5 years of IT technical support
• Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems, etc.
• Technical expertise should include Windows 10, MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure.
• Proficiency with imaging laptop computers 20h2, 21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Experience installing, configuring, and supporting network printers and audio/visual equipment
• Effective use of ticketing systems to track and document incidents (ServiceNow and Sales Force
• is strongly preferred)
• Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills
• Strong team leadership, time management, and coaching and mentoring skills
• Excellent customer service and communication skills are a must.
• Desktop Technician will provide day-to-day local remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
• Providing fault analysis to customers’ core operating systems and platforms, providing support, and applying desktop fault resolution for the approved application suite.