Help Desk / Service Desk Support Analyst I - Onsite Atlanta, GA
About The Position
Provides frontline Tier-1 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role serves as the primary first point of contact for technology-related incidents and service requests, focusing on customer service, issue resolution, and user enablement. The Tier 1 Analyst is responsible for resolving common technical issues, documenting support interactions, utilizing remote support tools, and escalating unresolved issues to higher support tiers when appropriate. This position requires a customer-focused, solutions-oriented professional who can communicate effectively with both technical and non-technical users while supporting district technology operations in a fast-paced educational environment.
Requirements
- Strong customer service, communication, and interpersonal skills
- Ability to support diverse users in a K–12 educational environment
- Strong troubleshooting and problem-solving abilities
- Ability to explain technical concepts clearly to non-technical users
- Experience working within structured support and escalation processes
- Ability to multitask and manage competing priorities in a fast-paced environment
- Strong organizational and documentation skills
- Ability to work collaboratively with technical teams, instructional staff, and district departments
- Awareness of cybersecurity and student data privacy best practices
- Willingness to learn new technologies, support tools, and operational processes
- Minimum 1–3 years of experience in Help Desk, Service Desk, technical support, customer support, or related IT support roles required
- Experience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
- Experience using remote support and remote desktop tools
- Working knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity tools
- Familiarity with printers, wireless connectivity, classroom technology, and end-user devices
- Basic understanding of networking, audio-visual systems, and device troubleshooting
- Understanding of incident, request, and escalation management processes
- Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platforms
Nice To Haves
- Experience supporting K–12 education, public sector, healthcare, or enterprise users preferred
- Experience supporting classroom technology or instructional applications preferred
- Entry-level certifications such as CompTIA A+, Google IT Support, or Microsoft Fundamentals preferred
- Familiarity with knowledgebase platforms and self-service portals preferred
Responsibilities
- Provide Tier-1 support through phone, email, chat, walk-up, and remote support channels
- Receive, log, categorize, prioritize, troubleshoot, and resolve technical incidents and standard service requests
- Deliver professional and customer-focused technical support to district staff, students, and families
- Utilize remote support tools to diagnose and resolve hardware, software, password, account, printing, classroom technology, and connectivity issues
- Maintain accurate and detailed ticket documentation including troubleshooting steps, resolution notes, and customer communication
- Escalate unresolved or complex incidents to Tier-2 or specialized support teams following established procedures
- Monitor and respond to support requests within established service level expectations
- Assist with password resets, account unlocks, Single Sign-On (SSO), and basic identity management support
- Support district classroom technology, end-user devices, audio-visual equipment, and instructional applications
- Create and update knowledgebase articles and support documentation for common issues
- Support district self-service initiatives and user education efforts
- Participate in collaborative troubleshooting, support swarming, and operational support activities
- Identify recurring incidents and communicate trends to leadership and technical teams
- Follow district policies related to cybersecurity, data privacy, acceptable use, and student information confidentiality
- Support district technology rollouts, seasonal projects, and operational initiatives as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
