Service Desk Technician
Duluth, GA
Full Time
Entry Level
Essential Job Functions:
Qualifications Required:
Desired Knowledge, Skills, & Abilities:
- Technical Support: Installing, diagnosing, repairing, and upgrading PC hardware, software, mobile devices, peripheral equipment, and AV conferencing equipment.
- Ticket Management: Recording, tracking, and resolving IT support requests (Tier 1/2) in a ticketing system.
- User Assistance: Providing guidance on software and technology use to employees with varying technical expertise.
- System Administration: Performing account management tasks, such as account creation/deletion, access changes, password resets, and unlocking user accounts.
- Asset Management: Track computer hardware and software licensing. Maintain computer hardware and peripheral supplies inventory levels.
- Documentation: Creating and maintaining documentation, including technical support procedures and troubleshooting guides.
- Collaboration: Escalating complex issues to appropriate, higher-level IT staff.
Qualifications Required:
- Communication: Strong written and verbal communication skills for effective end-user support.
- Troubleshooting: Ability to diagnose and solve technical issues with hardware, software, and networking.
- Technical Knowledge: Familiarity with operating systems (Windows/macOS), Microsoft Office suite, Active Directory, Anti-Virus Protection, Spam/Phishing Prevention, Cloud Applications, and remote support tools.
- Customer Service: A customer-focused mindset with patience when dealing with user issues.
Desired Knowledge, Skills, & Abilities:
- Experience: 1-2 years of experience providing Tier 2 support in a help desk environment
- Education/Certifications: Associate degree or relevant IT certifications (e.g., CompTIA ITF+, Tech+, A+).
- Additional Technical Knowledge: Basic understanding of LAN/WAN networks, Server Administration, Linux OS, Mobile OS (iOS, Android), Accounting software (NetSuite), and Adobe
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