Help Desk Support Specialist

Firstnet Global•Atlanta, GA

17h

About The Position

Provide online and desk-side help desk services to users, identify and resolve IT operational issues, and document service procedures for resolutions. Support end users with incident, problem, and request tickets across end-user systems, including business and custom applications and devices. The role also involves supporting workstations and an agency IT environment that includes Windows servers and workstations, LAN, VPN, Microsoft 365 E5, SharePoint, Active Directory, VoIP, and business and custom applications. Additional duties include installing and supporting Microsoft enterprise products, performing printer installations and toner replacement, and preparing KPI reports and operational documentation using Microsoft Office.

Requirements

Experience designing, installing, and supporting workstations and an IT environment containing Windows Server 2008–2012, Windows workstations, LAN, VPN, Microsoft 365 E5, Microsoft SharePoint, Active Directory, VoIP, and business or custom applications.
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, the System Center suite, or SharePoint 2010 or newer.
Ability to use Microsoft Office, including Word, Excel, or PowerPoint, for KPI reporting and operational documentation.

Responsibilities

Provide online and desk-side help desk support to users and identify and resolve IT operational issues.
Document service procedures for issue resolutions.
Provide end-user support for incident, problem, and request tickets across end-user systems, applications, and devices.
Design, install, and support workstations and the agency IT systems environment.
Install and support Microsoft enterprise-level products.
Install printers and replace toner.
Proactively provide KPI reports and documentation on systems and application operations using Microsoft Office.