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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States Resolution Technologies, Inc. Full time

IT Help Desk Support Specialist Position Overview

Resolution Technologies, Inc. is currently seeking a qualified IT Help Desk Support Specialist to join our esteemed government agency client. This role involves delivering daily assistance to both in-person and remote users within the agency, effectively managing and prioritizing incidents and requests through ServiceNow. The successful candidate will demonstrate exceptional troubleshooting skills, thorough documentation practices, and outstanding interpersonal abilities, thriving in a dynamic user environment.

Key Responsibilities of the IT Help Desk Support Specialist


• Incident Management: Efficiently assess and prioritize incidents and service requests utilizing ServiceNow.


• User Support: Provide comprehensive assistance to both walk-in and remote users, guiding them in resolving their IT challenges.


• Phone Support: Address phone inquiries promptly, delivering immediate assistance and resolving user issues or directing calls as needed.


• Customer Interaction: Exhibit strong interpersonal skills, ensuring a high standard of customer service and a positive user experience.


• Technical Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex matters when necessary.


• Documentation Practices: Maintain accurate records of all incidents, requests, and resolutions within ServiceNow.


• Team Collaboration: Collaborate closely with fellow IT team members to ensure cohesive support and knowledge sharing.


• On-Site Availability: Maintain a presence in the office during standard working hours to assist users in person.

Required Qualifications for the IT Help Desk Support Specialist


• Demonstrated experience in a similar IT Support or Service Desk role with a focus on problem resolution.


• Minimum of 2 years of technical support experience.


• Proficient in using ServiceNow for managing incidents and requests.


• Excellent communication and interpersonal skills.


• Strong analytical and troubleshooting capabilities.


• Ability to perform effectively in a high-demand environment with diverse user needs.


• Dedication to maintaining a high level of customer satisfaction.

Preferred Qualifications for the IT Help Desk Support Specialist


• Relevant technical certifications are preferred, such as A+, Network+, or Security+, or a minimum of 2 years of technical support experience in a Service Desk capacity.


• Familiarity with remote support tools and methodologies.