IT Support Specialist
About The Position
Under supervision, the IT Support Technician provides first-line technical support to associates by responding to reported issues. The technician documents, troubleshoots, and researches each issue, maintaining support levels and focusing on customer experience and resolving requests. The work is approximately 60% service desk and 40% local office desktop support and projects, though the allocation may vary according to needs. This is an onsite role in Alpharetta, Georgia, with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m. PT and a one-hour lunch. On-call coverage is required in a rotating schedule; the posting describes the rotation as one week on and seven weeks off, and also states approximately every six weeks. The on-call stipend is $225 for the week, plus pay for time handling events, which typically yields overtime. This is a contract position.
Requirements
- Experience or skills in IT support and troubleshooting.
- Customer service skills.
- Knowledge of Active Directory and Windows.
- Help desk or service desk support experience.
- Knowledge of ServiceNow.
- Phone support skills.
- Ability to document support work and follow escalation procedures.
Responsibilities
- Serve as the first point of contact for IT support and assist associates with their technical needs.
- Document all work performed during support calls and follow appropriate escalation procedures.
- Operate within defined standards and service-level agreements.
- Communicate with customers in a timely and concise manner.
- Perform tasks for special projects and other assigned duties.
- Participate in rotating on-call responsibilities.
- Provide service desk support and local office desktop support.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off or leave, including PTO, vacation, or sick leave
- On-call stipend of $225 for the on-call week, plus pay for time spent handling events
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What This Job Offers
Education Level
No Education Listed
