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IT Help Desk Support Specialist

absiusa
Atlanta, GA $1+/hr Full time Posted 5d ago
Application Support End User Support Help Desk Help Desk Support Help Desk Ticketing Incident Management Information Technology (IT) It Service Management IT Services Microsoft 365 Microsoft Active Directory Office 365 Onsite Service Management Specialist Technical Support
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Job Description

This onsite IT Help Desk Support Specialist role in Atlanta, GA provides Tier I and Tier II support for IT issues for internal and external clients. The position supports end users through incident, problem, and request tickets, delivers desk side and remote assistance, and helps maintain core application and workstation operations.

Onsite Location

Atlanta, GA (onsite)

Role Summary

Assist clients with IT troubleshooting under supervision, including Tier I issues and Tier II support when issues go beyond core subject matter expertise. The specialist analyzes client needs, supports application operations, and completes basic IT operational tasks such as workstation support and printer maintenance. Ongoing operational and user assistance includes on-call application support and user enablement for application operations.

Responsibilities

  • Assist clients with Tier I issues and provide Tier II support for items beyond current subject matter expertise, under supervision.
  • Work and communicate with state employees and internal clients to deliver information and services aligned with client expectations.
  • Analyze information to determine the nature and scope of client requirements and concerns.
  • May act as a liaison between clients and technical staff to support implementation and development of business process automation.
  • Provide ongoing operational and user assistance for application problems and support application operations.
  • Respond to internal and external client concerns both remotely and through desk side support.
  • Complete additional training as required to achieve full proficiency across support areas.
  • May perform clerical duties in support of the unit.
  • Provide information to answer inquiries from external clients related to program areas of the unit.
  • Deliver online and desk side helpdesk services to identify and resolve IT operational issues.
  • Provide documented service procedures for resolutions.
  • Support end users using IT Incident, Problem, and Request Tickets for end user-based systems, including business and/or custom applications and devices.
  • Use Microsoft Office tools to proactively provide KPI reports and documentation for systems and application operations.
  • May assist in designing, installing, and supporting workstations and an agency IT environment that includes Windows Servers 2008-2012 and Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, and business and custom applications.
  • Perform printer installations and toner replacement activities.

Required and Desired Qualifications

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

Technologies and Tools

  • Windows Servers 2008-2012, Windows workstations
  • LAN, VPN
  • O365 E5, Microsoft SharePoint, Active Directory
  • VOIP
  • Exchange 2007, SQL 2005, MS Access, ODBC
  • System Center suite, SharePoint 2010
  • Microsoft Office: Word, Excel, or PowerPoint
  • ITIL Service Management, ServiceNow
  • CCNA (Cisco Certified Network Associate)
  • IT Incident, Problem, Request Tickets
  • Dell/Win 10

Compensation

USD 1 per hour

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