Help Desk Support Specialist

The Help Desk Support Specialist position at Intellibee is an onsite role in Atlanta, GA focused on supporting Tier I and Tier II help desk needs for DCA. The role provides remote and desk side assistance while also supporting the provisioning, configuration, installation, operation, documentation, maintenance, monitoring, and reporting of IT infrastructure performance.

Key Responsibilities

• Under supervision, assist clients with Tier I issues and Tier II support for items beyond the client’s subject matter expertise.
• Work and communicate with state employees and internal clients to deliver information and services aligned with client expectations.
• Analyze client-reported information to determine the nature and scope of client requirements and concerns.
• Serve as a liaison between clients and technical staff in implementation and development of business process automation.
• Provide ongoing operational and user assistance for application problems, including on-call application support and help with application operations.
• Address internal and external client concerns both remotely and through desk side support.
• Receive additional training as required to achieve full proficiency and experience across relevant areas.
• May perform clerical duties in support of the unit.
• Provide information responding to external client inquiries across all aspects of the unit’s program area.
• Deliver online and desk side helpdesk services to identify and resolve IT operational issues.
• Provide documented service procedures for all resolutions.
• Support end users for IT Incident, Problem, or Request Tickets for end user-based systems, including business and/or custom applications and devices.
• Design, install, and support workstations and an agency IT systems environment that includes Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, and business and custom applications.
• Install and support recent Microsoft enterprise-level products such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, and the System Center suite, including SharePoint 2010 or newer.
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports and document systems and application operations using Microsoft Office (Word, Excel, or PowerPoint).

Required Qualifications

• High school diploma or GED and 2 to 3 years of experience handling clients, questions, complaints, and/or providing information.
• Excellent interpersonal skills, with strong oral and written communication ability.
• Excellent problem-solving skills.
• Desktop Support experience with Windows 7/10, Office 365, and Adobe Professional (required 2 years).
• Active Directory experience (required 2 years).
• Printer support experience, including toner replacement and Print server administration (required 2 years).
• Desktop Imaging Management experience (required 2 years).
• Inventory Management and Support experience (required 2 years).
• Good customer service and personable desk side engagement (required 2 years).

Preferred Qualifications

• Bachelor’s Degree from an accredited college or university in a computer-related field (Computer Information Systems or Computer Science).
• Imaging machines (Dell/Win 10) and Inventory Management experience.
• Demonstrated experience working in ITIL Service Management organizations.
• ServiceNow experience (ITIL Service Management and ServiceNow).
• SharePoint Support (highly desired 2 years).
• Service Now incident reporting (highly desired 2 years).
• CCNA (Cisco Certified Network Associate).

Technology Stack

• Windows Servers 2008-2012, Windows workstations, Windows 10, Dell
• LAN, VPN, VOIP
• O365 E5, Office 365
• Microsoft SharePoint (including SharePoint 2010), Active Directory
• Exchange 2007, SQL 2005, MS Access, ODBC
• System Center suite
• ServiceNow, ITIL Service Management
• Service Now incident reporting
• Adobe Professional
• CCNA (Cisco Certified Network Associate)

Benefits

• Long-Term Stability: Multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Healthcare benefits for you and your family.
• Future Planning: 401(k) program participation.
• GC Assistance: Support for immediate Green Card processing, if required.