Help Desk Support Specialist

KēSTA I.T.•Atlanta, GA

20h

About The Position

KēSTA I.T. is seeking a Help Desk Support Specialist to join an agency’s IT Infrastructure Team. The specialist provides Tier I and Tier II support remotely and at users’ desks for state employees and internal clients in a Microsoft-based environment that includes Windows desktops, Office 365, Active Directory, and related infrastructure. The role handles incident, problem, and request tickets, desktop imaging, printer support, and inventory management, with clear documentation of resolutions. The position reports to the IT Client Services Manager and works under supervision. The successful candidate is self-motivated and service-oriented, with strong problem-solving and communication skills, and will build proficiency across the support function. Success includes timely resolutions, documented procedures, and reliable end-user support.

Requirements

High school diploma or GED and 2–3 years of experience handling client questions or complaints and/or providing information; alternatively, a vocational/technical degree in computer applications, computer technology, or a closely related area plus one year of software or hardware customer support experience, or two years of experience at the lower-level Help Desk Support Specialist 2 or equivalent.
Two years of desktop support experience with Windows 7/10, Office 365, and Adobe Professional.
Two years of Active Directory experience.
Two years of printer support experience, including toner replacement and print-server administration.
Two years of desktop imaging management experience.
Two years of inventory management and support experience.
Two years of customer service experience, including personable desk-side engagement and strong customer-support interaction.
Excellent interpersonal, oral, and written communication skills.
Excellent problem-solving skills.
Technical competence with systems management, development and implementation methods, and infrastructure.
Experience installing and supporting one or more recent Microsoft enterprise-level products, such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, or SharePoint 2010 or newer.

Nice To Haves

Two years of SharePoint support experience.
Two years of ServiceNow incident reporting experience.
Experience imaging Dell machines running Windows 10.
Bachelor's degree from an accredited college or university in a computer-related field such as Computer Information Systems or Computer Science.
Experience working in an ITIL Service Management organization.
CCNA (Cisco Certified Network Associate).

Responsibilities

Provide online and desk-side help desk services to identify and resolve IT operational issues for users.
Assist clients with Tier I issues and provide Tier II support for issues beyond the user's subject matter expertise.
Support end users by managing incident, problem, and request tickets for business and custom applications and devices.
Document service procedures and resolutions.
Install, configure, and support workstations and agency IT systems across the stated Microsoft, network, telephony, and application environment.
Install printers, replace toner, and administer print servers.
Manage desktop imaging and support inventory management.
Analyze client information to determine the nature and extent of their requirements and concerns.
Communicate with state employees and internal clients to provide information and services that meet their expectations.
Provide ongoing operational and user assistance for application problems, including on-call application support.
Serve as a liaison between clients and technical staff on business process automation, as needed.
Respond to external-client inquiries about the unit's program area.
Prepare KPI reports and documentation on system and application operations using Microsoft Word, Excel, or PowerPoint.
Perform clerical duties in support of the unit as needed.