IT Support Specialist

3 weeks ago


Smyrna, Georgia, United States The Reserves Network Full time
Job Overview

The Help Desk Technician plays a pivotal role in providing exceptional customer service and technical support to our colleagues. As a key member of Greif IT Services, this position requires strong interpersonal, communication, and problem-solving skills.

Key Responsibilities
  • Promptly respond to phone calls and walk-up requests with clear and consistent communication.
  • Take control of situations, assess impact and urgency, and convey empathy to end-users.
  • Document all calls clearly and concisely within the IT Services Management System.
  • FOLLOW ON-CALL ROTATION LIST TO CONTACT THE CORRECT RESOLVER GROUP OR ON-CALL REGIONAL TECHNICIAN WHEN NECESSARY.
  • Adhere to written instructions and procedures for password reset and quick-resolution procedures.
  • Monitor ticket queues to process incidents and service requests in a timely manner.
  • Complete Standard Service Requests, software installations, and other administrative tasks.


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