Helpdesk Support Technician

Position Overview

Location:

Kennesaw, Georgia. No remote work opportunities.

Salary Range: $45,000.00 - $65,000.00 Annually.

• Design, implement, and support network-level solutions including WAN and LAN connectivity, routers, firewalls, and security.
• Design, implement, and support hosted and cloud solutions tailored to client requirements.
• Design, implement, and support data backup and disaster recovery solutions.
• Provide IT support for Microsoft and Google core business applications and virtual environments built on Microsoft Azure, MS 365, and Google Chrome.
• Support Microsoft technologies such as Windows Server, Exchange, SQL, SharePoint, and virtualization technologies including VMware and Microsoft.
• Design, implement, and support remote access solutions: VPN and Terminal Services.
• Use remote monitoring and management (RMM) and professional services automation (PSA) systems to track tasks, enter time, communicate with clients, update agent scripts, and document client systems.
• Document devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure.
• Communicate with clients to keep them informed of incident progress, impending changes, or agreed outages.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Enter time and expenses in PSA as they occur and account for all billable and non‑billable time through the ticketing system.
• Work through assigned tickets and a daily schedule established through the dispatch process.
• Develop deep knowledge of the company’s service catalog and how it relates to client needs.
• Maintain knowledge of current and emerging industry technologies.
• Improve client service, perception, and satisfaction, performing all work in alignment with core values and the "Count on Us" philosophy.

• Ability to work independently and as part of a team.
• Strong communication skills.