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Help Desk Support Specialist

2 months ago

Atlanta, United States VeeAR Projects Inc. Full time

Job Title: - Help Desk Support Specialist

Job Location: - Atlanta, GA

Workplace type: Onsite

Employment type: - 12+ Contract



Job Description: -

  • Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.
  • User Interaction: Daily assist walk-in and remote users daily, helping them assess and resolve their IT issues.
  • Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
  • Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
  • Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
  • Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.
  • Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
  • Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.


Qualifications:

  • Proven experience in a Service Desk or IT support role.
  • Required 2 years of technical support experience.
  • Proficiency in using ServiceNow for incident and request management.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and technical troubleshooting skills.
  • Ability to work effectively in a high-demand environment with challenging users.
  • Commitment to maintaining a high level of customer satisfaction.


Preferred Qualifications:

  • Previous experience in a similar Service Desk or support and problem-resolution role.
  • Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum of 2 years of technical support skills on in a Service Desk role.
  • Familiarity with remote support tools and techniques