Helpdesk Tech I

Scientific Games•Alpharetta, GA

1d•Onsite

About The Position

The Helpdesk Tech I coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Requirements

1-3 years’ experience providing first level support in a help desk environment.
Must have troubleshooting skills, customer Service skills and able to draw conclusions.
Capable of managing tasks and objectives with limited supervision.
Basic understanding of LAN/WAN networks and capable analyzing pc to network connectivity issues (i.e. client/server architecture)
Able to pay close attention to details.
Personal skill sets are a must.
Communication with employees and customers are frequent.
Must be willing and able to travel, work after hours and weekends as required.
Good technical writing skills.
Ability to work with others in a team environment.
Must have excellent interpersonal, verbal and written communication

Nice To Haves

Desire to continue in certification programs including CCNA, A+, Network+, etc.

Responsibilities

Provide first level support for Service desk request.
Troubleshoot all problems with a goal of first contact resolution using tools such as Softphone (Virtual Telephone), Manage Engine (Ticketing System), Outlook, Microsoft Teams and Remote Desktop.
Create, Assign, Track, and Triage helpdesk tickets in the helpdesk system to ensure prompt and satisfactory resolution to all tickets that are created.
Take on special projects as assigned. Projects may include technical work or documentation, statistical data gathering, metrics reporting and involve the collaboration with internal IT teams to resolve issues.
Coordinates with internal customers and information system resources as needed.
Train and guide users on basic functions such as sending and receiving email, connecting to remote resources and saving and retrieving files from the network.
Install and support licensed and internal software\hardware.
Setup\Support Mobile Devices.
Support VPN clients for our internal users that are working remotely. This includes our userbase that operates in the United States and in other locations internationally.
Asset track computer hardware and software.
Assist with Active Directory accounts. This includes new hires, terminations, as well as password changes, unlocking accounts, assigning Organization Units, assigning custom grouping policies plus more.
Maintain printers/coordinate service repairs.
Install and support software (i.e. Microsoft applications, Adobe, VPN applications, etc..).
Repair PC’s, laptops, printers, monitors, etc.
Inventory Management for PC supplies, miscellaneous hardware, and internal supplies for techs.
Assist in developing both hardware and software standards.
Participate in rotating overnight On-Call duties
Performs other related duties as assigned.