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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States DRT Strategies, Inc. Full time
Position Overview

DRT Strategies, Inc. is dedicated to providing exceptional management consulting and information technology (IT) solutions to a variety of clients, including federal agencies, the U.S. Navy, and local governments, particularly in the health care, technology, and financial services sectors.

Core Philosophy: Our name, DRT, stands for Driving Resolution Together, embodying our commitment to collaborate with clients to address their most significant challenges.

Role Responsibilities:
The Help Desk Technician will be responsible for delivering daily user support and technical assistance related to data systems, IT infrastructures, software applications, and managing external technical assistance requests from strategic partners involved in public health initiatives.

Key Duties Include:
• Managing helpdesk inquiries via calls and emails, while tracking and monitoring tickets through ServiceNow for service requests or issue notifications.
• Documenting user service requests and problem notifications in ServiceNow.
• Facilitating problem resolution among various inter-agency offices and federal helpdesks.
• Executing corrective actions, providing necessary documentation, and updating stakeholders throughout the resolution process.
• Offering technical and application support to users, including federal personnel, state and local health departments, grant recipients, and research collaborators.
• Collecting necessary information to resolve user inquiries and issues.
• Assisting users with software installation, configuration, and access.
• Delivering user support based on an understanding of application components and end-user platforms.
• Providing instructions, technical guidance, and standard operating procedures (SOPs) regarding data input and submission requirements, along with detailed information on system policies and procedures.
• Regularly processing file transfers from project areas and partners, and assisting in troubleshooting any rejected or failed data transfers.
• Compiling and submitting monthly activity reports, incident summaries, and trend analyses.

Candidate Profile:
• Minimum of 4 years of professional experience.
• Proficient in IT systems support, SharePoint, ServiceNow, and Microsoft Office Suite.
• Strong attention to detail and a self-motivated, collaborative work ethic.
• Excellent oral and written communication skills.

Preferred Qualifications:
• Experience with tribal community engagement.
• Background in public health projects.

Education:
A Bachelor’s degree in Information Technology, Business, Public Health, or a related field, or 4 years of relevant experience in lieu of a degree.

Company Culture:
At DRT, we value professionalism, quality, teamwork, customer mission focus, and growth-mindedness. We strive to create an environment that fosters collaboration and transparency, empowering our employees to excel. Our leadership is committed to supporting your professional development and recognizing your contributions.

DRT Strategies, Inc. is an equal opportunity employer, celebrating diversity and ensuring a workplace free from discrimination.