Service Desk Technician

Pace-O-Matic • Duluth, GA

1d

About The Position

Essential Job Functions:
Technical Support: Installing, diagnosing, repairing, and upgrading PC hardware, software, mobile devices, peripheral equipment, and AV conferencing equipment.
Ticket Management: Recording, tracking, and resolving IT support requests (Tier 1/2) in a ticketing system.
User Assistance: Providing guidance on software and technology use to employees with varying technical expertise.
System Administration: Performing account management tasks, such as account creation/deletion, access changes, password resets, and unlocking user accounts.
Asset Management: Track computer hardware and software licensing. Maintain computer hardware and peripheral supplies inventory levels.
Documentation: Creating and maintaining documentation, including technical support procedures and troubleshooting guides.
Collaboration: Escalating complex issues to appropriate, higher-level IT staff.

Requirements

• Strong written and verbal communication skills for effective end-user support.
• Ability to diagnose and solve technical issues with hardware, software, and networking.
• Familiarity with operating systems (Windows/macOS), Microsoft Office suite, Active Directory, Anti-Virus Protection, Spam/Phishing Prevention, Cloud Applications, and remote support tools.
• A customer-focused mindset with patience when dealing with user issues.

Nice To Haves

• 1-2 years of experience providing Tier 2 support in a help desk environment
• Associate degree or relevant IT certifications (e.g., CompTIA ITF+, Tech+, A+).
• Basic understanding of LAN/WAN networks, Server Administration, Linux OS, Mobile OS (iOS, Android), Accounting software (NetSuite), and Adobe

Responsibilities

• Installing, diagnosing, repairing, and upgrading PC hardware, software, mobile devices, peripheral equipment, and AV conferencing equipment.
• Recording, tracking, and resolving IT support requests (Tier 1/2) in a ticketing system.
• Providing guidance on software and technology use to employees with varying technical expertise.
• Performing account management tasks, such as account creation/deletion, access changes, password resets, and unlocking user accounts.
• Track computer hardware and software licensing.
• Maintain computer hardware and peripheral supplies inventory levels.
• Creating and maintaining documentation, including technical support procedures and troubleshooting guides.
• Escalating complex issues to appropriate, higher-level IT staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree