IT Help Desk Technician I

ATLANTA MISSION•Atlanta, GA

2d•$50,000 - $55,000•Hybrid

About The Position

The IT Helpdesk Technician at Atlanta Mission serves as the first point of contact for IT support requests. This role provides frontline support to staff across all Atlanta Mission campuses, troubleshooting hardware, software, and access issues. Atlanta Mission provides life-transforming experiences for everyone that joins our team: employees, clients, donors, and volunteers. We serve over 1000 men, women, and children every day by providing food, shelter, clothing, counseling, vocational and spiritual guidance. We get to experience and witness radical life transformations.

Requirements

Associates degree in IT, Computer Science, or equivalent experience/certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop)
0-2 years of helpdesk or technical support experience.
Strong customer service skills with the ability to communicate technical concepts clearly.
Familiarity with Windows OS, Microsoft Office 365, basic networking, and remote desktop tools.
Commitment to Atlanta Mission's faith-based values and mission to transform the lives of those suffering from homelessness, poverty and addiction.

Responsibilities

Respond to incoming support requests via phone, email, or ticketing system.
Troubleshoot and resolve basic hardware, software, and network issues (e.g., password resets, printer problems, Microsoft Office/365 support).
Install, configure, and maintain end-user devices (desktops, laptops, mobiles).
Escalate complex issues to Helpdesk Level 2 or higher while providing clear documentation.
Assist with user onboarding/offboarding (account setup, equipment provisioning).
Maintain accurate records in the ticketing system and contribute to knowledge base articles.
Participate in occasional after-hours support and on-call rotation.
Provide on-site and remote support when needed at multiple Atlanta/North Georgia locations.