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Pearlman Group

Help Desk Support Specialist

Pearlman Group
Suwanee, GA $25+/hr Full time Posted 18d ago
Desktop Support Analyst End User Support Help Desk Help Desk Support Help Desk Technician Identity and Access Management Information Technology (IT) IT Services Microsoft 365 Office 365 Remote Support Technical Support Windows Windows Support
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Job Description

Support internal users by troubleshooting technology issues and helping maintain the integrity and availability of business applications, databases, and reporting systems.

Responsibilities

  • Act as the first point of contact for technical issues and questions involving software, hardware, and network topics.
  • Diagnose, troubleshoot, and resolve technical problems accurately and efficiently.
  • Follow documented guidance in available resources to execute support steps using remote access, user administration, and related tools.
  • Escalate issues to the appropriate teams or resources when required.
  • Document support requests clearly and completely in the ticket management system and manage incident tracking through resolution or escalation.
  • Prioritize assigned work and apply sound judgment while handling multiple tasks and projects.
  • Collaborate with a fast-paced, customer-focused team while also working independently under broad management direction.
  • Support team needs across levels to help achieve organizational goals and objectives.
  • Perform other duties and projects as assigned.

Requirements

  • Minimum 3 years of experience in technical support or a helpdesk role.
  • Proficiency with current Windows operating systems across server and desktop environments.
  • Experience with Azure Active Directory and Exchange.
  • Experience administering O365 with support for Intune, MFA, and Self-Service Password Tools.
  • Knowledge and hands-on experience supporting, troubleshooting, and configuring PC hardware both onsite and remotely.
  • End-user support for desktops and mobile devices, plus email and phone support.
  • Proficient with Outlook, Word, Excel, and PowerPoint
  • Associate degree in a related discipline (or 2+ years of directly related experience preferred).

Technologies

  • Windows operating systems (server OS, desktop OS)
  • Azure Active Directory
  • Exchange
  • O365 Administration
  • Intune
  • MFA
  • Self-Service Password Tools
  • Outlook
  • Word
  • Excel
  • PowerPoint

Location & Schedule

  • Onsite role in Suwanee, GA
  • Travel: 0-10% as needed

Working Conditions

  • Use a laptop computer, iPad, and other support tools.
  • Flexible ability to work both remotely and in front of customers.
  • Occasional off-hours issue handling via laptop, phone, and WhatsApp.

About the Role

  • Reports to the IT Operations Manager.
  • Leverage development best practices to design, develop, and support new internal solutions.
  • Maintain and improve existing custom solutions.
  • Support the integrity and availability of Pearlman Group business applications, databases, and the reporting environment.
  • Investigate and resolve issues involving legacy applications and data integrations while balancing multiple projects.
  • Use troubleshooting and communication skills to coordinate with business leaders on new solutions for both new and existing business needs.

Compensation: USD 25 per hour

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