Help Desk Technician - US

Kids2•Atlanta, GA

2d•Onsite

About The Position

The Help Desk Technician provides hands-on IT support for corporate office employees and remote staff. This includes troubleshooting and resolving issues with desktops, laptops, peripherals, and business applications, as well as managing hardware lifecycle activities such as imaging, deployment, and refresh. The role serves as the primary in-person point of contact for IT support at our Atlanta office.

Requirements

2+ years experience in hardware and software installation, troubleshooting, and resolving technical problems with desktop computers, laptops, printers (local and network), and other peripherals in a Windows and Mac environment
Extensive customer service interaction in person, by phone, and by email, with the ability to communicate technical problems and instructions to end-users in terms that are easy to understand
Proactive problem-solving and willingness to take ownership in analyzing solutions, proposing resolutions, and ensuring implementation
Strong written and oral communication skills
Effectively collaborate with team members to identify, plan, and deploy technical solutions
Ability to work through complicated tasks while paying attention to detail
Ability to multitask and work under deadlines to complete support requests and projects
Technical degree or equivalent work experience
Knowledge of commonly used concepts and procedures for installing, maintaining, and troubleshooting technology hardware and software
Proficiency in Windows and Apple operating systems
Working knowledge of Microsoft Active Directory / Entra ID for creating and modifying user accounts
Experience with Microsoft 365 administration (mailboxes, licensing, Teams)
Familiarity with endpoint management tools (Intune, SCCM, or similar)
Audio/video experience through employment and/or personal activities
Must be proficient in all areas of: Installing, upgrading, and maintaining hardware and software in Windows and Apple operating system environments
Microsoft 365 applications (Outlook, Teams, Excel, Word, SharePoint)
Configuring user desktop and laptop computers
Troubleshooting to diagnose and resolve hardware and software problems
Device imaging and enrollment (Intune/Endpoint Manager)
Installation and troubleshooting of printers and scanners ranging from personal to large format
Network connectivity configuration and support for TCP/IP, VPN clients, LAN/WAN, and Wi-Fi
Mobile device support (iOS, Android)

Nice To Haves

CompTIA A+
Network+
Microsoft Certified: Modern Desktop Administrator
ITIL Foundation

Responsibilities

Receive technical support requests and questions from end-users by ticket submissions, walk-ups, messages, and emails
Respond to IT problems in a timely manner and enter documentation of problems into the ticketing system.
Advise users of status updates related to individual trouble tickets, system outages, and other network related conditions.
Deploy, configure, and troubleshoot laptops, desktops, docking stations, monitors, and peripherals
Create and maintain computer images for Windows and Mac OS systems using Intune/Endpoint Manager
Execute laptop refresh cycles and manage hardware inventory
Prepare, image, and ship hardware to remote employees
Troubleshoot a variety of hardware, software, and network issues for Windows and Mac OS to identify and resolve end-user issues, including desktops, laptops, printers (local and network), other peripherals, and mobile platforms (iOS, Android)
Install and configure software packages and hardware solutions on desktops and laptops using company standard procedures to ensure end-user productivity and efficiency
Provide internal audio/video support including conference room setup and troubleshooting
Support large format printers including toner replacement, clearing document jams, troubleshooting print errors, and printer calibration
Administer badge access through the Cousins Properties portal
Assist with desk moves and office reconfigurations
Manage loaner equipment pool including testing, distribution, collection of returns, and maintaining equipment library
Communicate to IT management when individual user issues may be indicative of a larger critical problem (server down, network outage, etc.)
Train end-users on the standard use of company equipment and best practices to ensure protection of network hardware and software
Work with vendors to troubleshoot and resolve issues related to their products and services
Follow strict privacy guidelines when handling sensitive and confidential data while providing support to end-users
May participate in after-hours maintenance for special projects
Other duties and responsibilities as assigned