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Desktop/Helpdesk Support Technician

Atlanta, GA 30328

Posted: 09/17/2019 Job Category: Desktop PC Tech Job Number: 1708

Job Description


#RT

Desktop/Helpdesk Support Technician

We are seeking an energetic and highly-motivated Helpdesk & Systems Support Technician to join our diverse team in Atlanta.  The Helpdesk & Systems Support Technician will provide technical expertise to support end user computer systems, email, network infrastructure, software, and web applications required for day-to-day operations.  The ideal candidate should have excellent customer service skills along with the ability to communicate technical information to a non-technical audience.  The Helpdesk & Systems Support Technician will manage at least 10 cases per day on average and will also work closely with the IT Infrastructure & Support Manager to contribute on projects.

Desktop/Helpdesk Support Technician Responsibilities and Duties:
  • Serve as the first point of contact for our internal customers providing excellent customer service, technical assistance, and support for incoming queries and issues related to computer systems, software, and hardware.
  • Accurately record and update requests and incidents in the Service Desk system.
  • Perform in person and remote troubleshooting through diagnostic techniques and pertinent questions.
  • Walk the customer through the problem-solving process by asking questions to determine nature of problem.
  • Follow-up and update customer status and information in a timely manner.
  • Install, modify, and repair computer hardware and software.
  • Install computer peripherals for users.
  • Setup accounts for new users.
  • Train computer users.
  • Direct unresolved issues to the next level of support personnel (TIER 3).
  • Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
  • Identify and suggest possible improvements on procedures as well as pass on any feedback or suggestions by customers to the appropriate internal team.

Desktop/Helpdesk Support Technician Skills and Experience:
  • 3 years of experience working in an IT service desktop/helpdesk position.
  • Have competent knowledge of Microsoft Office, especially Excel.
  • Deep understanding of PC hardware.
  • Proficient in performing break/fix repairs, installations and upgrades.
  • Must have an understanding of general networking concepts.
  • Knowledge of MS Office 2010 to 2016, Windows 7 and 10.
  • Experience in an Active Directory Server platform environment.
  • Proficient in iPhone/Android support and mobile device management solutions.
  • Must have the ability to quickly learn and support new technologies.
  • Excellent organizational and project skills.
  • Able to discern user requirements.
  • Superior customer service, research/troubleshooting, and follow through.
  • Ability to effectively multi-task and adapt to changing business priorities.
  • Speak, read, and write English fluently. Fluency in a second language, especially Spanish, is a plus.

Desktop/Helpdesk Support Technician Education:
  • Bachelor’ s Degree required.
#RT

Job Requirements

Desktop, Helpdesk, Desktop Support, Helpdesk Support, Support Technician, Technician, PC, Hardware, PC Hardware, MS Office 2010, MS Office 2016, Excel, Windows, Windows 7, Windows 10, Active Directory Server, iPhone, Android, Network, Network Support

Meet Your Recruiter

Amanda Henderson

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