Position: Help Desk Analyst
Location: Atlanta, GA 30308
Term: 5 months
Day-to-Day Responsibilities:
- Demonstrate experience with Service Desk application for managing IT requests.
- Demonstrate the ability to support and troubleshoot laptops, desktops, IP Phones, cell phones, and various applications.
- Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels.
- Ticket concerns will be IT in nature and related to systems, software, or hardware.
- Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
- Perform basic remote or in-person troubleshooting by walking customers through problem-solving processes and probing questions.
- Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
- Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.
- Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
- Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
- Demonstrate experience troubleshooting infrastructure and network-related issues.
- Coordinate directly with business owners, development team, 3rd party vendors, and supporting organizations to best understand and analyze business specifications.
- Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels.
Is this a good fit? (Requirements):
- Associate degree in a related field from an accredited college or university, or two years of experience as a lower-level Help Desk Analyst.
- 2 years of experience maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels.
- 2 years of VPN remote access configuration and troubleshooting experience.
- 2 years of MS Office and Microsoft 365 troubleshooting experience.
- 2 years of experience performing basic remote or in-person troubleshooting by walking customers through problem-solving processes and probing questions.
- 2 years of experience with Service Desk application for managing IT requests.
- 2 years of experience supporting and troubleshooting laptops, desktops, IP Phones, cell phones, and various applications.
Even better if you have:
- MS Office and Microsoft 365 troubleshooting experience.
- VPN remote access configuration and troubleshooting experience.
- Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients
- Ability to work independently with staff on processes and simple software solutions.
- Familiar with SharePoint, Teams, and OneDrive.
- Have a basic knowledge in Azure.