IT Support Specialist

Chartwell Law • Atlanta, GA

9d • Hybrid

About The Position

This IT Support Specialist provides first-level technical support to employees by responding to phone and email requests, troubleshooting basic computer, application, and access issues, and documenting incidents in help desk systems. The role includes installing or upgrading software and devices, resetting passwords, and escalating complex problems as needed while ensuring timely and high-quality service. This is a hybrid role in our Atlanta office location.

Requirements

• 2+ years of experience working in a help desk environment
• Flexibility to work a variety of shifts with minimal notice as needed
• Excellent oral communication and customer service skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep help desk tickets in order
• Ability to diagnose and resolve basic computer technical issues

Nice To Haves

• Experience with Microsoft O365, NinjaOne, Zoho Desk, and Citrix Terminal Servers is a plus

Responsibilities

• Respond to employee phone or email requests for support to resolve basic computer, application, system, device, access or performance issues
• Advise users on the methods, steps and actions taken to resolve and avoid future issues and provides documentation as needed
• Document incidents using help desk systems and tools
• Follow-up with employees to ensure issues are resolved
• Support installs or upgrades of software or devices, set up user profiles or reset passwords
• Escalate problems to appropriate levels to achieve issue resolution, if needed
• Fulfills all service level standards for response time and quality
• Participate in an on-call rotation
• Travel to firm offices required

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed