IT Help Desk Analyst

Technical Support / Service Desk Analyst (Onsite)

Location: Norcross, GA

Work Environment: Onsite – Call Center

Position Overview

We are seeking a customer-focused Technical Support / Service Desk Analyst to provide inbound technical support in a fast-paced call center environment. This role is responsible for troubleshooting hardware, software, and network-related issues, ensuring high first-call resolution, and delivering an excellent customer experience while meeting defined service and quality metrics.

Key Performance Measures

• Number of calls handled per hour
• Percentage of escalated calls
• Not-ready percentage
• Call quality and compliance scores
• Average handle time (AHT) / length of call
• Team Customer Satisfaction Score (CSAT)
• Team Service Level adherence

Key Responsibilities

• Answer inbound technical support calls and accurately assess customer issues
• Troubleshoot and resolve hardware, software, and network-related problems
• Partner with customers to identify solutions and confirm resolution before call completion
• Escalate unresolved issues to Tier II Support and/or Development teams using a swarming model
• Apply fixes or workarounds identified during collaboration with Tier II/Developers
• Create and update knowledge base articles documenting fixes and workarounds
• Document software defects thoroughly and route incidents to the appropriate development track
• De-escalate customer concerns and ensure a positive support experience
• Educate customers on proper use of software and hardware
• Act as a customer advocate and ensure issues are addressed with urgency
• Maintain ownership of incidents through resolution and follow-up
• Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system
• Follow ticket and call management policies, including prioritization and categorization
• Report network events, customer escalations, and dissatisfaction to leadership promptly
• Dispatch hardware-related issues to appropriate vendors
• Assist customers with “how-to” questions and usage guidance
• Maintain compliance with attendance and scheduling requirements
• Collaborate with team members to continuously improve support processes and knowledge content
• Keep management informed of emerging support issues
• Perform other related duties as assigned

Required Experience & Qualifications

• 4 years of experience in a help desk or call center environment
• College degree or equivalent work experience
• 1 year of experience using incident and problem management or ticketing systems
• Experience working with automated call distributor (ACD) phone systems
• Familiarity with knowledge-centered support (KCS) principles
• Strong troubleshooting skills across hardware, software, and network connectivity issues
• Experience supporting Microsoft Office products (O365 preferred)
• Working knowledge of Active Directory

Preferred / Nice-to-Have Qualifications

• HDI Certification (Support Center Analyst, Customer Service, or Desktop Support)
• ITIL Foundation certification
• Experience with ServiceNow or similar ITSM tools
• Basic SQL knowledge and database querying
• Familiarity with Linux systems
• Experience supporting LAN/WAN and client connectivity issues

Required Skills & Abilities

• Strong customer service mindset and professionalism
• Excellent verbal and written communication skills
• Ability to translate technical concepts to non-technical users
• Strong root cause analysis and problem-solving skills
• Effective time management and organizational abilities
• Ability to work independently while collaborating within a team
• Proven conflict management and de-escalation skills
• Detail-oriented with a strong sense of ownership and accountability

Work Environment

This role is performed onsite in a call center setting and requires consistent interaction with customers via phone and ticketing systems.

If you are passionate about customer support, technical troubleshooting, and delivering high-quality service in a team-driven environment, we encourage you to apply.