Service Desk Specialist

The Service Desk Specialist provides a focal point for all employees when contacting the I.T. department for hardware or software support, serving as a first point of contact and a primary source of resolutions and expertise for all the organization’s internal technology needs. In addition to managing internal support requests, a Service Desk Specialist is a key contributor to a steady stream of enterprise level project work.

SPECIFIC DUTIES:

• Serve as a first point of contact for all internal technology needs and issues, resolving a large percentage without escalation while providing excellent customer service.
• Consistently, accurately, and in a timely fashion record all service requests and issues in the Service Desk ticketing system, triaging tickets to other members of the IT team when necessary or appropriate.
• Provide hardware and software support for both onsite and offsite employees, including PC’s/Macs, smartphones, printers, A/V equipment, and associated accessories.
• Format and distribute new PCs as directed by management.
• Create job aids for users and system documentation for other support personnel.
• Creation and maintenance of user accounts and password resets for the network and various enterprise applications.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Diligently ensure that all equipment is properly recorded and tagged, and that software licensing is strictly enforced.
• Assist other IT Staff as needed.

EMPLOYEES SUPERVISED: None

JOB REPORTS TO: Service Desk Manager

QUALIFICATIONS, EXPERIENCE REQUIRED:

• Bachelor’s degree in Computer Science, or equivalent.
• Excellent customer service skills with experience in technology support.
• Excellent written and verbal communication skills.
• Excellent analytical and organizational skills, with the ability to identify priorities correctly in a high volume workload environment.
• Excellent research abilities to supplement experience in resolving issues and providing advice/recommendations on technical subjects.
• Demonstrated experience and strong proficiency supporting Microsoft technologies.
• Demonstrated experience and proficiency supporting Apple technologies.
• Must be proficient with the Microsoft Office suite (2010/2013/2016) including Word, Excel, PowerPoint, Outlook.
• 2 years’ experience providing user support in a Windows environment (Windows XP & Windows 2007/2010).
• Demonstrated experience in virus detection and removal.
• Demonstrated experience in operating system deployment.
• Strong aptitude for learning and diagnosing software and hardware problems.
• Ability to quickly learn new and rapidly changing technology
• Proactive involvement with educational and training activities to enhance technical knowledge.

Location: 

Atlanta Office