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IT Support Technician (Desktop/Helpdesk)

Atlanta, GA 30303

Posted: 01/17/2023 Job Category: Tech Support Helpdesk Job Number: 2660

Job Description

Our client who is a well-respected government agency is seeking an experienced IT Support Specialist.  This role will provide technical support to internal agency users over the phone, in person, and via remote tools.  The right candidate for this role will be highly skilled in troubleshooting, incident resolution, documentation, and possess a track record of providing exceptional customer service and satisfaction.

  • Provide technical assistance and support for incoming queries and issues related to agency computer systems, software (e.g., Windows 10, Microsoft Office, various browsers), and hardware
  • Provide user support over the phone, in person, and via remote tools
  • Respond to user requests in a timely fashion, demonstrating courtesy and respect with customers to ensure complete problem resolution and satisfaction through appropriate follow-up
  • Assist users with information security and privacy questions; provide direction for correct course of action
  • Support telecommunication devices and services; provide assistance to users on various vendor wireless networks
  • Distribute and review user equipment as required; update inventory asset management systems with assigned equipment; ensure equipment is clean, up-to-date, and operational
  • Provide installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, and other assigned peripherals
  • Troubleshoot end-user problems; troubleshoot desktop and network printing problems for various vendor printing devices
  • Track problems in tracking system ensuring vendor support and follows through until problem is rectified
  • May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
  • Create user support documentation and instructions
  • Multi-task, prioritize problems, and manage time to ensure timely resolution of incidents
  • This individual will work in a team environment and has responsibility for IT support tickets and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions
  • 4+ years of desktop/helpdesk support experience
  • Technical expertise should include Windows 10, Microsoft Office, SCCM, and Azure
  • Experience with Active Directory
  • Should be proficient at imaging laptop computers
  • Use of ticketing systems (ServiceNow is strongly preferred)
  • Highly-detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills
  • Excellent customer service and communication skills are a must
  • Knowledge of iPhone and Android operating systems and related software is a plus

Job Requirements

Help Desk, Help Desk Support, Desktop, Desktop Support, Deskside, Deskside Support, IT Support, Windows 10, Microsoft Office, O365, Azure, Active Directory, SCCM, ServiceNow

Meet Your Recruiter

Brianna Grubbs
Technical Recruiter

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