Service Desk - Tech Support - Atlanta

SitusAMC • Atlanta, GA

1d • $25 - $28 • Onsite

About The Position

This role provides technical and troubleshooting assistance in a corporate environment for computer hardware and software, mobile devices, printers, desktops, laptops, and other peripheral devices. The position handles escalated issues, communicates technical information in actionable terms, and assists with companywide projects as needed. It also supports software releases and rollouts, follows change management practices, handles confidential data, and contributes to training and ongoing improvement of technical skills.

Requirements

• High school diploma or GED, or an equivalent combination of education and experience.
• Two to four years of relevant experience in an intermediate-level support role.
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end-user-facing network configurations.
• Experience with Microsoft client operating systems.
• Extensive application support experience with Microsoft Office suites and Office 365 applications.
• Working knowledge of software and hardware diagnostic tools.
• Exceptional written and oral communication skills and a customer-service mentality.
• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Strong documentation skills and willingness to assist with documentation.
• Proficiency in basic network fundamentals.
• Ability to work independently and as part of a team, depending on project needs.
• Excellent time-management skills and ability to prioritize.
• Patience, thoroughness, and innovation.
• Flexibility to work according to business needs, which may include nights, weekends, and overtime.
• Dexterity to operate a computer keyboard, mouse, and other computer components.
• Dependability, excellent attendance, and ability to work cooperatively and respectfully in a team environment.
• Ability to work independently with minimal supervision.
• Ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• High self-motivation and initiative.
• Keen attention to detail.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Ability to report to a different local office as a normal and required part of employment.
• Ability to handle and set up technology equipment, including lifting up to 50 pounds.

Responsibilities

• Escalate problems to higher-level tier groups or a supervisor as required.
• Use service desk software to record, track, and document troubleshooting decisions and actions through final resolution.
• Apply company-approved diagnostic utilities and consult FAQ resources on the Internet or intranet to aid in problem resolution.
• Resolve technical issues remotely or in person, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning end-user devices and non-end-user IT equipment.
• Test fixes to ensure problems have been adequately resolved.
• Conduct post-resolution follow-ups with end users and team members as required.
• Alert management to emerging incident trends.
• Assist with software releases and rollouts in accordance with change management best practices.
• Adhere to site audit policies and procedures.
• Monitor the service desk system for incoming requests and resolve or escalate them accordingly.
• Provide technical assistance for issues involving computer systems, software, hardware, desktops, laptops, printers, and other peripheral devices.
• Respond to queries in person, by email, or over the phone; guide users and clients through problem-solving and follow up to confirm resolution.
• Handle confidential data responsibly.
• Continuously improve technical skills within assigned areas of expertise.
• Assist with training Tier I support staff and their day-to-day operations as needed.
• Assist with projects assigned by management.
• Participate in company- and department-provided training.
• Perform other activities assigned by the manager.

Benefits

• Paid time off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k)
• Certain positions may be eligible for a discretionary bonus, subject to program guidelines, position eligibility, and management approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED