IT Help Desk Specialist

ANDMORE Careers • Atlanta, GA

1d • Onsite

About The Position

The Help Desk Specialist provides responsive, customer-focused support for Business Enablement systems, tools, workflows, and related operational processes. This role serves as a primary point of contact for incoming service requests, resolves routine issues, documents solutions, and coordinates escalations so employees can work effectively and business operations remain on track. While the position is anchored within Business Enablement, it also provides cross-functional support as priorities and ticket volumes require. The ideal candidate is service-oriented, organized, technically curious, and comfortable working across teams to diagnose issues, communicate clearly, and drive requests through resolution.

Requirements

• Two or more years of experience in a help desk, service desk, application support, business operations, customer support, or related role.
• Experience working in a ticketing system and managing requests from intake through resolution; experience with Jira or a comparable platform is preferred.
• Ability to troubleshoot routine application, access, workflow, data, and process issues using structured problem-solving techniques.
• Strong written and verbal communication skills, including the ability to explain solutions to users with varying levels of technical knowledge.
• Demonstrated customer service orientation, follow-through, and ability to manage multiple requests with competing priorities.
• Ability to protect confidential information and exercise discretion when handling sensitive requests.

Nice To Haves

• Associate or bachelor’s degree in information systems, business, technology, or a related field is preferred; equivalent relevant experience will be considered.
• Service-minded and responsive, with a calm and professional approach to user support.
• Strong attention to detail and commitment to accurate documentation and timely follow-up.
• Curiosity and persistence when investigating issues, with sound judgment about when to escalate.
• Ability to learn new systems, processes, and business terminology quickly.
• Collaborative and adaptable, with the flexibility to support teams and priorities outside the primary function as needed.

Responsibilities

• Monitor, triage, prioritize, and respond to Business Enablement help desk tickets in accordance with established service expectations and business impact.
• Provide Tier 1 support for supported applications, platforms, access requests, workflows, reports, and business processes, resolving issues directly whenever possible.
• Gather complete information from requestors, reproduce reported issues, document troubleshooting steps, and identify the appropriate path to resolution.
• Escalate complex, recurring, security-sensitive, or system-level issues to the appropriate system owner, administrator, technology partner, or vendor and remain accountable for follow-through.
• Provide cross-functional help desk coverage for other departments as needed, particularly during periods of increased ticket volume, system implementations, market cycles, or team absences.
• Communicate ticket status, next steps, expected timing, workarounds, and resolution details in a clear and professional manner.
• Maintain accurate ticket records, categories, priorities, notes, attachments, resolutions, and closure information to support reporting and continuous improvement.
• Create and maintain knowledge articles, frequently asked questions, quick-reference guides, and standard troubleshooting documentation.
• Identify recurring issues, service gaps, and process inefficiencies; share trends with Business Enablement leaders and recommend practical improvements.
• Support user acceptance testing, system releases, process changes, training, and adoption activities for Business Enablement initiatives.
• Partner with business stakeholders, system administrators, Technology, Finance, Sales, Leasing, Operations, and other functions to coordinate solutions and provide consistent employee experience.
• Handle system, employee, customer, and business information with appropriate confidentiality, accuracy, and care.

Benefits

• Competitive compensation and benefits.
• A collaborative, inclusive culture.
• Opportunities for professional growth and development.
• The chance to make an impact at the heart of the wholesale and design community.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree