Helpdesk Technician

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HQ-Information Systems Full Time Technical Corporate HQ, Atlanta, GA, US

POSITION SUMMARY:

The Helpdesk Technician I is the first point of contact for employees and customers who need technical assistance. This role provides Level 1 support for computer hardware, software, business applications, accounts, and network connectivity across phone, email, chat, and remote support channels. The technician accurately logs, troubleshoots, resolves, or escalates issues through the IT service management system and delivers a consistently positive support experience.

Location:
Smyrna, GA (Near Battery Center)

Standard

Work Hours:

Mon-Fri 8:00am - 5:00pm

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other Duties may be assigned

• Serve as the primary point of contact for all internal and external customers seeking technical support via phone, email, chat, and self-service ticketing.
• Accurately log all incidents and service requests in the IT service management (ticketing) system in real time and manage each ticket through to satisfactory resolution.
• Diagnose and resolve Level 1 issues related to desktops, laptops, mobile devices, printers, peripherals, operating systems, business applications, and productivity software within established service level targets.
• Escalate unresolved or higher-complexity issues to Level 2 technicians or other IT teams in a timely manner with complete, accurate documentation.
• Perform user account administration tasks such as password resets, account unlocks, and access requests in accordance with IT security policies.
• Set up, configure, and deploy standard end-user hardware and software; assist with onboarding and offboarding of employees.
• Use remote support tools to troubleshoot and resolve issues for on-site, remote, and hybrid users.
• Analyze and prioritize issues to minimize customer downtime due to hardware, software, or network failures.
• Identify and report potential security incidents (for example, phishing attempts or suspicious activity) to the appropriate IT teams.
• Contribute to and maintain knowledge base articles, standard procedures, and end-user documentation.
• Provide excellent customer service and clear, professional communication to both internal and external customers.
• Participate in a continuous program of training on software, hardware, systems, security, and IT processes.
• Perform all other duties as assigned by the Manager.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Communication

Customer Focus

Decision Making/Judgment

Delivers Results

Problem Solving/Analysis

Technical Aptitude/Continuous Learning

Teamwork

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIREMENTS:

• One to three years of experience in technical support, help desk, or customer contact center role.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Strong working knowledge of current desktop and mobile operating systems, business applications, and end-user hardware.
• Competence to understand technical documents and apply technical information to solve problems.
• Excellent problem-solving and troubleshooting ability.
• Ability to work well under pressure and manage multiple competing priorities.
• Ability to work at a computer for extended periods while managing phone,…