Cisco Webex Support Jobs

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IT Service Desk Technician

viva Atlanta, GA

Atlanta, GA

Today

$17 - $22/hr Full time Active Directory Application Support Cisco Webex

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Job Description

This hybrid IT service desk role in Atlanta, GA supports client employees and resolves hardware, software, network, and application issues using ITIL practices to ensure timely resolutions, with a compensation range of USD 17 - 22 per hour.

Responsibilities

Serve as the primary contact for IT incidents, service requests, and technical inquiries.
Provide remote, phone, email, chat, and desk-side support to end users.
Troubleshoot and resolve hardware, software, network connectivity, printing, mobile devices, and application issues.
Escalate complex problems to the appropriate IT teams while maintaining ownership and clear communication with customers.
Deliver strong customer service while adhering to established SLAs.
Log, categorize, prioritize, and resolve incidents and service requests in ServiceNow.
Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
Monitor ticket queues and ensure timely follow-up and closure.
Configure, deploy, image, and maintain Windows 11 endpoints using Microsoft Intune and Autopilot.
Install, configure, and troubleshoot desktop software, Microsoft 365 apps, browsers, VPN, and business applications.
Support printers, scanners, webcams, docking stations, and other peripheral devices.
Perform workstation moves, adds, changes, and equipment replacements.
Manage user accounts in Microsoft Entra ID (Azure AD) and Active Directory, including password resets, MFA, and lockouts.
Assist with onboarding, offboarding, and access provisioning activities.
Support Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint Online, and related collaboration tools.
Troubleshoot synchronization, licensing, and authentication issues.
Receive, inventory, assign, track, and recover IT assets; maintain hardware inventory in ServiceNow Asset Management.
Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
Assist with inventory audits and asset reconciliation.
Collaborate with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Requirements

High School Diploma or GED.
Two years of experience providing technical support in a Help Desk or Service Desk environment, or an Associate degree in IT, CS, or related field with one year of technical support experience, or a Bachelor's degree in IT, CS, Information Systems, or related field.
Experience supporting state or local government environments is a plus.
Strong customer service and communication skills.
Excellent troubleshooting and analytical abilities.
Ability to diagnose hardware, software, and network issues.
Capability to prioritize multiple tasks in a fast-paced environment.
Strong documentation and organizational skills.
Ability to explain technical concepts to non-technical users.
Ability to work independently and collaboratively within a team.
Knowledge of ITIL service management principles.

Preferred qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
Experience supporting state or local government environments.

Technologies

Microsoft Intune
Windows Autopilot
Windows 11
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online)
Microsoft Entra ID (Azure AD) and Active Directory
ServiceNow
Cisco Webex
VPN technologies
Multi factor authentication (MFA)
Network printers and peripheral hardware
Hardware Asset Management (HAM) and Basic Software Asset Management (SAM)

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