Help Desk Technician

Service Desk Technician (On-site | Dunwoody, GA)

Optomi, in partnership with a premier client, is seeking a Service Desk Technician to support employees in a fast-paced enterprise environment. In this role, you will serve as the first point of contact for IT support, handling incidents and service requests through Service Now, phone, email, voicemail, and in-person interactions. The ideal candidate will have strong troubleshooting skills across Windows, Office 365, Active Directory, Okta, mobile devices, VPN, and networking, along with a customer-first mindset and the ability to take ownership of issues from intake through resolution.

• Act as the first point of contact for incoming IT incidents and service requests through Service Now, phone, email, voicemail, and in-person support.
• Provide first-level technical support for Windows 10/11, Office 365, Outlook, Edge, Chrome, hardware, software, and network connectivity issues.
• Troubleshoot account and access issues, including password resets, account lockouts, Okta, Active Directory, Office 365, VPN, Wi-Fi, internet, and file share access.
• Triage, prioritize, document, and resolve tickets while maintaining ownership from initial contact through resolution.
• Provide remote technical support using tools such as Beyond Trust and troubleshoot Global Protect VPN connectivity.
• Support iPhone, iPad, Android devices, wireless RF scanners, and other endpoint technologies.
• Image, configure, and ship computers and other IT hardware to employees.
• Install and support approved software and applications, including Okta-federated applications, Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, and Grammarly.
• Manage appropriate Active Directory group assignments and application access.
• Maintain Service Now queues, communicate effectively with customers and IT teams, and ensure tickets are resolved within established SLAs and service desk metrics.
• Create and maintain knowledge articles, processes, and procedures to improve the service desk experience.
• Collaborate with internal IT teams and vendor partners to troubleshoot and elevate issues as needed.
• Provide coaching and mentoring to peers on troubleshooting processes and procedures.
• Support future mergers and acquisitions (M&A) through onsite support, remote troubleshooting, and device deployment.
• Participate in continuous improvement initiatives to enhance service desk processes, efficiency, and customer experience.

• 3+ years of experience providing technical support or working in a service desk/help desk environment is preferred.
• Strong experience troubleshooting Windows 10/11 and Office 365 environments.
• Experience with Active Directory and Okta is highly preferred.
• Experience supporting iOS and Android devices is required.
• Working knowledge of VPN, Wi-Fi, networking, Ethernet, routers, switches, internet connectivity, and proxy settings.
• Familiarity with Service Now or an equivalent IT service management/ticketing platform.
• Knowledge of ITIL practices, particularly Incident Management, is preferred.
• Experience with remote support tools such as Beyond Trust is a plus.
• Strong desktop, application, hardware, and network troubleshooting skills.
• Ability to identify customer needs, gather relevant information, troubleshoot systematically, and determine when escalation is required.
• Strong customer service skills with a shared sense of urgency and commitment to resolving technical issues.
• Excellent verbal and written communication skills with the ability to explain technical concepts in a clear, user-friendly manner.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Ability to work effectively with users and technical teams across varying levels of technical expertise.
  
  Associate degree in Information Technology or equivalent experience is preferred;
  Bachelor's degree is a plus.