IT Support Technician I

LEARFIELD•Atlanta, GA

About The Position

The IT Support Technician I ensures proper IT operations so end users can accomplish business tasks. The role receives, prioritizes, documents, and resolves end-user requests for assistance and supports installation, configuration, and oversight of the personal computer environment. Problem resolution and oversight regularly involve diagnostic and tracking tools such as ServiceNow and Bomgar. The technician may also provide in-person, hands-on assistance at the deskside level.

Requirements

Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
Ability to reset end-user passwords through Azure, Blueberry, or standard Active Directory.
Ability to read and understand technical manuals and procedural documentation.
Demonstrated ability to research PC issues and peripheral devices such as printers and desktop phones.
Effective interpersonal and relationship-building skills.
Strong written and oral communication skills.
Ability to present information in user-friendly, courteous language and manner.
Strong customer-service orientation.
Analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
On-call availability.
Ability to sit for extended periods.
Ability to lift and transport heavy to moderately heavy objects, such as computers and peripherals.

Nice To Haves

College diploma or university degree in the computer science field.
Helpdesk or customer service experience.
A combination of education and experience may be substituted.

Responsibilities

Serve as the first point of contact for technical assistance by phone or email while maintaining a professional, courteous, and flexible customer-service attitude.
Monitor the ServiceNow ticketing queue and answer incoming Help Desk calls.
Escalate problems to Level II technicians as needed.
Record, track, and document the help desk request and problem-solving process through final resolution, including decisions and actions taken.
Research technology issues to understand, explain, and resolve them.
Identify and learn the software and hardware used and supported by the organization.
Perform desktop-level fixes and maintenance, including installing and upgrading software, computer hardware, and peripherals; ensuring backups, antivirus, and updates are functioning; and configuring systems and applications when required.
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
Conduct post-resolution follow-ups to ensure customer needs are met.
Develop knowledge-base articles.
Assist with inventory management.
Follow company policies and procedures.
Perform other assigned duties as needed for the success of the organization.
Travel when required.