Help Desk Analyst

TRC Talent Solutions; Atlanta (GA); On-site; USD 45,000 - 55,000; Full time

Job summary

TRC Talent Solutions seeks a Help Desk Analyst I to join a fast-paced IT support team in the Atlanta area. You will deliver technical assistance to restaurant locations and internal users, addressing both hardware/software issues and procedural questions.

Responsibilities include triaging tickets, documenting in ServiceNow, assisting via phone/text/online, and collaborating across teams to resolve problems promptly while adhering to SOPs and quality metrics.

Qualifications

• 13+ years of Help Desk, Technical Support, or Call Center experience
• Strong customer service and communication skills
• Working knowledge of Microsoft Office Suite
• Ability to work independently and prioritize tasks effectively
• Strong troubleshooting and problem-solving abilities

Responsibilities

• Provide outstanding customer support through phone, text, and online interactions
• Troubleshoot hardware, software, and system-related issues
• Utilize ServiceNow ticketing system to document, track, and resolve support requests
• Manage daily ticket queues to ensure timely updates and issue resolution
• Use remote access tools, automation scripts, and monitoring platforms to support users
• Follow established Standard Operating Procedures (SOPs)
• Advocate for end users and drive issues through full resolution
• Support departmental goals related to quality, customer satisfaction, and performance metrics
• Contribute to knowledge base articles using KCS methodology
• Collaborate effectively across teams and projects
• Maintain excellent attendance and schedule adherence

Skills

Customer service

Communication

MS Office

Independent work

Prioritization

Troubleshooting

Education

Associates or Bachelors Degree in Information Technology, Computer Information Systems, Business, Marketing, or related field preferred

Tools

ServiceNow

Remote access tools

Automation scripts

Monitoring platforms

Job description

TRC is seeking a Help Desk Analyst I to join a fast-paced, customer-focused IT support team. This role is responsible for delivering exceptional technical support to restaurant locations and internal users by resolving technical issues and operational questions in a timely and professional manner.

Key Responsibilities:
Provide outstanding customer support through phone, text, and online interactions
Troubleshoot hardware, software, and system-related issues
Utilize ServiceNow ticketing system to document, track, and resolve support requests
Manage daily ticket queues to ensure timely updates and issue resolution
Use remote access tools, automation scripts, and monitoring platforms to support users
Follow established Standard Operating Procedures (SOPs)
Advocate for end users and drive issues through full resolution
Support departmental goals related to quality, customer satisfaction, and performance metrics
Contribute to knowledge base articles using KCS methodology
Collaborate effectively across teams and projects
Maintain excellent attendance and schedule adherence

Preferred Qualifications:
13+ years of Help Desk, Technical Support, or Call Center experience
Strong customer service and communication skills
Working knowledge of Microsoft Office Suite
Ability to work independently and prioritize tasks effectively
Strong troubleshooting and problem-solving abilities
Associates or Bachelors Degree in Information Technology, Computer Information Systems, Business, Marketing, or related field preferred

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. At TRC, we take pride in fulfilling our opportunity to add value to our client's business as their staffing partner, while working tirelessly to connect thousands of individuals each year with work opportunities where they can meet the needs of their families and have the potential to build their careers.