Help Desk / Service Desk Analyst I

Georgia Power is seeking an entry-level Help Desk / Service Desk Analyst I to provide frontline IT support for internal users and resolve hardware and software issues with a strong emphasis on customer service.

Responsibilities

• Deliver phone-based technical support to internal employees.
• Diagnose and resolve hardware and software problems to completion.
• Complete service requests accurately within defined SLAs.
• Escalate complex issues when necessary.
• Create, track, and update tickets in the service management system.
• Ensure timely resolution of incidents and service requests.
• Communicate clearly with users and provide status updates.
• Maintain professional and courteous customer service.
• Explain technical information in terms understandable to non-technical users.
• Assist users with enterprise systems, including ASCEND and related platforms.

Requirements

• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks and priorities simultaneously.
• Ability to make sound decisions with minimal supervision.
• Self-starter with initiative and independent thinking.
• Strong customer service orientation.
• Excellent written and verbal communication skills.

Technologies

• ASCEND
• BMC Helix / SmartIT Event Management System

Position Overview

Location: 241 Ralph McGill Blvd, Atlanta, GA 30308 (onsite)

We are seeking a motivated Help Desk / Service Desk Analyst I to provide frontline technical support to internal users. This role is responsible for diagnosing and resolving hardware and software issues while delivering exceptional customer service.

The ideal candidate is analytical, self-driven, and capable of managing multiple priorities in a fast-paced IT support environment.

Technical Skills Summary

• Desktop and Application Support
• Incident Management
• LAN/WAN Fundamentals
• Telecom Basics
• Service Desk Ticketing Systems
• Remote Troubleshooting