Desktop Support Technician

MasterApp Labs LLC; Roswell (GA); On-site; USD 28,000 - 44,000; Part time

Job summary

MasterApp Labs LLC in Atlanta, GA is seeking a Desktop Support Technician for on-site contract work. You will provide frontline helpdesk services for users, resolve IT issues, and maintain documentation.

The role covers Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, SharePoint, Active Directory, VOIP, and related enterprise apps. Strong customer service and imaging experience are preferred, with on-site interviews.

Qualifications

• High school diploma or GED with 2–3 years of client support experience.
• Bachelor’s degree in Computer Information Systems or Computer Science is a plus.
• Experience with ITIL Service Management is a plus.
• Excellent interpersonal, oral, and written communication skills.
• Imaging machines (Dell/Win 10) and inventory management experience is desired.

Responsibilities

• Provide online and desk-side helpdesk services to identify and resolve IT issues.
• Document service procedures for resolutions.
• Support end users via incident, problem, or service requests for all end-user systems.
• Support applications, devices, and enterprise products (Exchange, SharePoint, O365).
• Install and support workstations and IT infrastructure components.
• Generate KPI reports and document system operations using Microsoft Office.

Skills

Customer service

Interpersonal communication

Problem solving

Desk side support

Documentation

Education

High school diploma or GED

Bachelor’s degree in Computer Information Systems or Computer Science

ITIL awareness or certification (preferred)

Tools

Active Directory

SharePoint

Office 365

Print server administration

ServiceNow

Desktop imaging management

Job description

Job Title: Desktop Support Technician

Location: Atlanta, GA, (Onsite)

Position Type: Contract

Interview Mode: Web cam & In-person

Primary Responsibilities:

• Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues.
• Provided documented service procedures for all resolutions.
• Provide end user support (including IT Incident, Problem, or Request Tickets) for all end user-based systems
• (e.g., business and/or custom applications, devices).
• Demonstrate experience designing, installing and supporting workstations, and agency IT systems
• environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5,
• Microsoft SharePoint, Active Directory, VOIP, business and custom applications.
• Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products
• (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or
• newer, etc.).
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports, and documentation on systems / application operations using Microsoft
• Office (Word, Excel, or PowerPoint)

Minimum Qualifications:

• Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients,
• questions, complaints, and/or providing information. Bachelor’s Degree from an accredited college or
• university in a computer related field – i.e. Computer Information Systems or Computer Science is a plus.
• Demonstrate excellent interpersonal, oral and written communication skills.
• Imaging machines (Dell/Win 10) and Inventory Management experience is desired
• Demonstrated experience working in ITIL Service Management organization is a plus.

Additional Skills:

• Technically competent with knowledge of systems management, development and implementation methods
• and infrastructure.
• Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a
• plus. CCNA (Cisco Certified Network Associate).
• Excellent problem-solving skills required.

Qualifications:

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college AND One year of experience providing software of hardware customer support
• OR
• High school diploma or GED AND Two years of experience providing software or hardware customer
• support of technical assistance to computer users
• OR
• Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.

Required/Desired Skills

• Desktop Support - Windows 7/10, Office 365, Adobe Professional | Required | 2 |
• Active Directory | Required | 2 |
• SharePoint Support | Highly desired | 2 |
• Printer support, including toner replacement, and Print server administration | Required | 2 |
• Service Now incident reporting | Highly desired | 2 |
• Desktop Imaging Management | Required | 2 |
• Inventory Management and Support | Required | 2 |
• Good customer service, personable desk side engagement, and overall good customer support interaction | Required | 2 |