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Help Desk Support Analyst

2 months ago

Atlanta, United States Johnson Service Group Full time
Job DescriptionJob Description

12+ Months Contract in Atlanta, GA

Short Description: Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.

Key Responsibilities:
- Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.
- User Interaction: Provide daily assistance to walk-in users and remote users, 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 2       years of technical support skills on in a Service Desk role.
- Familiarity with remote support tools and techniques

Company DescriptionOur people and culture make JSG a great place to work. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.Company DescriptionOur people and culture make JSG a great place to work. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.\r
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Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.\r
\r
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.