Technical Support Specialist (Tier I) Helpdesk

SMB IT Solutions•Smyrna, GA

5d•Onsite

About The Position

The Junior Help Desk Technician provides first-level support for client requests, serving as the initial point of contact for help desk tickets. The technician works to handle issues promptly and keep clients informed throughout the process, using remote troubleshooting and escalating tickets to other Service Delivery Team members when needed. The role also supports project delivery on site or remotely when additional resources are needed. The technician uses ticketing and monitoring tools to manage and resolve help desk tickets and service requests, maintain client documentation, record work, and ensure tickets continue progressing. They follow team schedules, standard operating procedures, and security procedures; communicate ticket status and relevant outages to clients; submit timesheets and expense reports; and identify and mitigate potential risks. The position is full-time, with a Monday-to-Friday schedule and 40 hours per week. Work is in person and may include travel within the Atlanta Metro area, after-hours support, weekend implementation work, and occasional lifting of up to 50 pounds. The position has no supervisory responsibilities and reports to the Service Delivery Coordinator.

Requirements

Associate degree required, as stated in the Education section.
Four-year degree from an accredited institution, as stated under Required Education/Certification.
At least 1 year of Tier I experience required.
At least 2 years of Windows experience required.
Driver's license required.
Experience using a ticketing system, RMM tool, and PSA software.
Experience providing support through remote tools and handling technical service tickets.
Experience and knowledge working with the Microsoft 365 platform.
Experience working at a help desk or for a Managed Service Provider (MSP)/IT support business.
Strong understanding of operating systems, business applications, printing systems, and network systems.
Understanding of support tools and techniques and how technology is used to provide services.
Ability to type quickly and accurately while talking on the phone.
Strong communication and listening skills and a desire to deliver an excellent client experience.
Problem-solving ability, advanced user-level IT literacy, and ability to adapt to a fast-paced IT environment.
Ability to travel within the Atlanta Metro area, sometimes with short notice, and provide after-hours support and weekend implementation as needed.
Ability to sit, talk, listen, use hands to finger, handle, or feel, reach with hands and arms, stand, walk, and drive or ride in a motor vehicle; occasionally lift and/or move up to 50 pounds.

Nice To Haves

Professional IT certifications such as CompTIA A+, Microsoft MCP, MCSA or MCSE, ITIL, or ITSM.

Responsibilities

Provide a first point of contact for customers through the help desk by phone, email, or ticket.
Provide friendly, prompt, and helpful client service and basic remote troubleshooting.
Use the ticketing system to work on and resolve help desk tickets and service requests, and record all work.
Maintain client documentation, split tickets containing multiple issues into individual tickets, and prevent tickets from becoming stale.
Review the RMM dashboard and perform remediation actions and scheduled or automated actions according to established processes.
Assist the projects team with project delivery on site or remotely when needed.
Escalate tickets requiring support from a Senior Help Desk Engineer.
Keep clients informed about ticket status and changes or outages related to their issues.
Submit timesheets and expense reports according to SOPs.
Identify, communicate, and mitigate potential risks to the Service Desk Manager and clients.
Follow the schedule provided by the Service Desk Manager or Service Coordinator/Dispatcher.
Follow standard operating procedures for recurring daily and weekly tasks and comply with security procedures.
Remain alert to security issues and suggest opportunities for improvement and constructive change.
Undertake other duties as required by the Service Desk Manager or CTO.