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Service Desk Specialist

4 months ago

Alpharetta, United States Atlantic Group Full time

Service Desk Specialist

Location: Hybrid in Alpharetta, GA

This is a salaried role, and you are paid hourly for your work. This role is overtime eligible.

Duties and Responsibilities:

  • Provides excellent customer service to all customers.
  • Fields incoming help requests from end users via a variety of intakes.
  • Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
  • Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensures all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
  • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
  • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
  • Identifies and escalates critical incidents.
  • Participates in an afterhours on-call rotation.

Required Skills:

  • Strong hardware and software troubleshooting skills
  • Strong written and oral communication skills.
  • Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Experience supporting VOIP telecom devices.
  • Basic knowledge of switches and network devices.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Ability to prioritize and execute tasks in a high-pressure environment.

Qualifications:

  • High school diploma or equivalent required.
  • 1-3 years of experience in a help desk/service desk or IT support role.
  • Relevant work experience required.