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Technical Support Specialist

2 months ago

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

DRT Strategies, Inc. is dedicated to providing exceptional management consulting and information technology (IT) solutions to various sectors, including federal agencies, state and local governments, and commercial clients across healthcare, technology, and financial services.

Core Philosophy: Our guiding principle, Driving Resolution Together (DRT), emphasizes collaboration with our clients to address their most significant challenges.

Role Responsibilities:
The Help Desk Technician will play a crucial role in delivering daily user support and technical assistance for various data and IT systems, software applications, and managing external technical assistance requests from strategic partners and implementers involved in public health initiatives.

Key Duties Include:
• Managing helpdesk inquiries via calls and emails, and utilizing ServiceNow for ticketing service requests and issue tracking.
• Documenting user service requests and issues in ServiceNow.
• Facilitating coordination and resolution of problems across multiple agencies and federal helpdesks.
• Implementing corrective actions, providing necessary documentation, and updating users 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 information to resolve user inquiries and issues.
• Assisting users with software installation, configuration, and access.
• Providing guidance and standard operating procedures (SOPs) related to data input and submission requirements, along with detailed information on system policies and procedures.
• Processing file transfers from project areas and partners, assisting in testing and resolving any data transfer issues.
• 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 self-motivated.
• Excellent verbal and written communication skills.

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

Education:
BA/BS in Information Technology, Business, Public Health, or a related field, or equivalent experience.

At DRT Strategies, we uphold our core values of professionalism, quality, teamwork, customer mission focus, and growth-mindedness. Our culture promotes collaboration and transparency, empowering our employees to excel in their roles. We are committed to recognizing individual contributions and investing in professional development.

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