DCA Help Desk Support Specialist

Software Technology Inc is seeking a DCA Help Desk Support Specialist to support computer system users for the Georgia Department of Community Affairs. This onsite role in Atlanta, GA provides Tier I and Tier II help desk assistance, including desk-side and on-call support, while coordinating with technical teams to keep services running smoothly.

What you’ll do

• Assist clients with Tier I issues and Tier II support for topics outside your subject matter expertise, under supervision.
• Work and communicate with state employees and internal clients to deliver information and services aligned to client expectations.
• Analyze client information to determine the nature and scope of requirements and concerns.
• Act as a potential liaison between clients and technical staff for implementation and development of business process automation.
• Provide ongoing operational and user assistance, including on-call application support and help with application operations.
• Respond to internal and external client concerns both remotely and through desk-side support.
• Receive additional training as required to build full proficiency across all required areas.
• Perform clerical duties in support of the unit, as needed.
• Provide information that answers external client inquiries across aspects of a specific program area of the unit.
• Deliver online and desk-side help desk services to identify and resolve IT operational issues.
• Provide documented service procedures for each resolution.
• Support end users using IT Incident, IT Problem, or Request Tickets for systems such as business and/or custom applications and related devices.
• Design, install, and support workstations and agency IT environments that include a blend of Windows Server 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, and business and custom applications.
• Install and support one or more recent Microsoft enterprise-level products, including options such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, and similar technologies.
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports and documentation on systems and application operations using Microsoft Office tools such as Word, Excel, or PowerPoint.

Minimum qualifications

• Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college AND one year of experience providing software or hardware customer support.
• OR High school diploma or GED AND two years of experience providing software or hardware customer support with technical assistance to computer users.
• OR two years of experience at the lower-level Help Desk Support Specialist 2 position (or an equivalent role).
• High school diploma or GED with 2-3 years of experience handling clients, questions, complaints, and/or providing information.
• Bachelor’s degree from an accredited college or university in a computer-related field (e.g., Computer Information Systems or Computer Science) is a plus.
• Excellent interpersonal skills and strong oral and written communication skills.
• Imaging machines (Dell/Win 10) and Inventory Management experience is desired.
• Demonstrated experience working in an ITIL Service Management organization is a plus.
• Technically competent with knowledge of systems management, development and implementation methods, and infrastructure.
• Excellent problem-solving skills required.
• CCNA (Cisco Certified Network Associate).

Tools and technologies

• Windows Servers 2008-2012, Windows workstations, LAN, VPN
• Office 365 (including O365 E5), Microsoft SharePoint
• Active Directory, VOIP
• Exchange 2007, SQL 2005, MS Access, ODBC
• System Center suite, SharePoint 2010
• IT Incident, IT Problem, Request Tickets
• ITIL Service Management, ServiceNow (including ServiceNow incident reporting)
• Desktop Imaging Management, Inventory Management and Support
• Microsoft Office (Word, Excel, PowerPoint), Adobe Professional
• Dell, Win 10

Role context

In this position, you will support Georgia Department of Community Affairs computer system users through ticket-based IT incident, problem, and request workflows, while also helping manage and maintain the performance of related hardware and software infrastructure. The role emphasizes operational support, documentation of resolutions, and communication with both end users and technical staff.