IT Service Desk Technician

The IT Service Desk Technician role delivers frontline IT support within a hybrid work environment in Atlanta, handling incidents, endpoint management, Microsoft 365 services, identity management, asset lifecycle, and service requests. This contract position requires a foundational level of experience and a strong focus on customer service and ITIL-based processes.

Job Details

Location: Atlanta, GA (hybrid)

Employment Type: Contract

Minimum Experience: 1 year

Education: High School Diploma or GED

Responsibilities

• Serve as the initial point of contact for IT incidents, service requests, and technical inquiries.
• Provide remote, phone, email, chat, and desk-side support to end users.
• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
• Escalate complex issues to appropriate IT teams while maintaining ownership and clear communication with customers.
• Deliver quality customer service while adhering to established Service Level Agreements (SLAs).
• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
• Monitor ticket queues and ensure timely follow-up and closure.
• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
• Support printers, scanners, webcams, docking stations, and other peripheral devices.
• Perform workstation moves, adds, changes, and equipment replacements.
• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
• Assist with onboarding, offboarding, and access provisioning activities.
• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
• Assist users with collaboration tools and cloud-based productivity applications.
• Troubleshoot synchronization, licensing, and authentication issues.
• Receive, inventory, assign, track, and recover IT assets.
• Maintain accurate hardware inventory records within ServiceNow Asset Management.
• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
• Assist with inventory audits and asset reconciliation.
• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Requirements

• High School Diploma or GED.
• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
• OR
• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
• Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, and Microsoft Entra ID (Azure AD).

Technologies

• Windows 11
• Microsoft Intune
• Windows Autopilot
• Microsoft 365
• Microsoft Outlook
• Microsoft Teams
• OneDrive
• SharePoint Online
• Microsoft Entra ID (Azure AD)
• Active Directory
• VPN technologies
• Multifactor Authentication (MFA)
• Cisco Webex
• ServiceNow
• Hardware Asset Management (HAM)
• Basic Software Asset Management (SAM)

Knowledge, Skills, and Abilities

• Strong customer service and communication skills.
• Excellent troubleshooting and analytical abilities.
• Ability to diagnose hardware, software, and network issues.
• Capacity to prioritize multiple tasks in a fast-paced environment.
• Solid documentation and organizational capabilities.
• Ability to explain technical concepts to non-technical users.
• Capability to work independently and collaboratively within a team.
• Knowledge of ITIL service management principles.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting state or local government environments.

Preferred Technical Experience

• Microsoft Windows 11
• Microsoft 365
• Microsoft Teams
• Microsoft Outlook
• Microsoft Entra ID (Azure AD)
• Active Directory
• Microsoft Intune
• Windows Autopilot
• ServiceNow
• Cisco Webex
• VPN technologies
• Multifactor Authentication (MFA)
• Network printers
• Hybrid cloud environments
• Hardware Asset Management (HAM)
• Basic Software Asset Management (SAM)