Information Technology Analyst

Desktop Support Technician Level I

6 Months Contract with possible extension

Atlanta, GA (Onsite Role)

Note : Must have experience with “white glove”.

Mission:

Provide the best possible "white glove" customer service by working with customers to resolve their technical related problems in a swift manner as well as providing accurate responses and solutions.

Experience:

• Two-year prior Support Center experience, working in a fast-paced environment directly supporting Desktops and Laptops.

• Proven ability to meet service goals consistently.

• One-year prior Windows administration and Active Directory experience.

• Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred. Metrics

Responsibilities:

Listed below are the responsibilities for this role:

• Cultivate and manage relationships with customers.

• Prioritize work and meet deadlines.

• Support and deploy company desktops and laptops.

• Document resolutions for other teams and team members to use.

• Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the benefit of customers and IT.

• Support on-going Device Support projects.

• Be flexible to meet the needs of the team or current project, which sometimes requires nights and weekends.

• Maintain application packages for deployment through MECM/SCCM and Intune.

• Participate in building Gold image for company desktops/laptops.

• Follow policies and procedures on computer and software deployment and decommissioning.

• Function as a point of contact for incidents and service requests from end users by phone and email.

• Solve problems and be able to present technical information to users with different technical skill levels.

• Communicate effectively with customers, coworkers, and management.

• Configure Apple devices in Airwatch or Intune.

• Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and more.

• Cross train and assist others when necessary.

• Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge, Chrome, timekeeping, customer presentation applications, VPN, and others.

• Employ device management tools in supporting users and requested applications.

• React to change productively and handle other essential tasks as assigned.

• Be an active member of the Device Support Services team.

Education:

Bachelor's degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field preferred.