Helpdesk Tech

Position Summary

MUST LIVE LOCAL TO Alpharetta, GA. This position is 100% onsite.

The Helpdesk Tech I coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provides case status updates to management and end users.

Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

• Provide first level support for Service desk requests.
• Troubleshoot all problems with a goal of first contact resolution using tools such as Softphone (Virtual Telephone), Manage Engine (Ticketing System), Outlook, Microsoft Teams, and Remote Desktop.
• Create, assign, track, and triage helpdesk tickets in the helpdesk system to ensure prompt and satisfactory resolution to all tickets that are created.
• Take on special projects as assigned, including technical work or documentation, statistical data gathering, metrics reporting, and collaborating with internal IT teams to resolve issues. Coordinate with internal customers and information system resources as needed.
• Train and guide users on basic functions such as sending and receiving email, connecting to remote resources, and saving and retrieving files from the network.
• Install and support licensed and internal software/hardware.
• Setup/support mobile devices.
• Support VPN clients for internal users working remotely, including those in the United States and other international locations.
• Track computer hardware and software assets.
• Assist with Active Directory accounts, including new hires, terminations, password changes, unlocking accounts, assigning organization units, custom grouping policies, and more.
• Maintain printers and coordinate service repairs.
• Install and support software (e.g., Microsoft applications, Adobe, VPN applications).
• Repair PCs, laptops, printers, monitors, etc.
• Inventory manage PC supplies, miscellaneous hardware, and internal supplies for techs. Assist in developing hardware and software standards.
• Participate in rotating overnight on-call duties.
• Perform other related duties as assigned.

• Desire to continue in certification programs including CCNA, A+, Network+, etc.
• 1–3 years’ experience providing first level support in a help desk environment.
• Must have troubleshooting skills, customer service skills, and ability to draw conclusions.
• Capable of managing tasks and objectives with limited supervision.
• Basic understanding of LAN/WAN networks and capability to analyze PC to network connectivity issues (client/server architecture).
• Able to pay close attention to details.
• Personal skill sets are a must. Communication with employees and customers is frequent.
• Must be willing and able to travel, work after hours, and weekends as required.
• Good technical writing skills.
• Ability to work with others in a team environment.
• Must have excellent interpersonal, verbal, and written communication.

• High school diploma, vocational program, or college degree preferred in CIS/MIS degree programs if applicable.
• 1–3 years’ experience providing first level support in a help desk environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and the ability to adjust focus while working with computer and business equipment.

Scientific Games, LLC and its affiliates (collectively,…