Help Desk Analyst I: Fast-Paced IT Support & Resolution

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 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.