Help Desk & IT Support Specialist - Tier I/II

Software Technology, Inc. (STI); Atlanta (GA); On-site; USD 48,000 - 64,000; Full time

Job summary

Software Technology, Inc. (STI) is seeking an experienced Helpdesk Representative III to support the Georgia Department of Community Affairs. The role involves Tier I and II technical support, desk-side assistance, and proactive operational reporting for a mixed Windows environment.

Under supervision, you will assist state employees and internal clients, configure and document infrastructure, and may serve as lead worker on projects. Strong ITIL and ServiceNow experience is a plus.

Qualifications

• Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information.
• 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.

Responsibilities

• Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues.
• Provide end user support for all end user-based systems, including tickets for apps, devices.
• Design, install, and support workstations and IT systems environment.
• Install and support Microsoft enterprise products (Exchange, SQL, SharePoint).
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports and documentation on operations.

Skills

Customer service

Problem solving

Communication (oral/written)

ITIL Service Management

ServiceNow

CCNA

SharePoint

Office 365

Active Directory

Printer support

Desk side support

Education

High school diploma or GED

2–3 years client support experience

Bachelor’s degree in computer field is a plus

Vocational/Technical degree in computer applications

Tools

ServiceNow

SharePoint

Office 365

Active Directory

Printer server administration

Imaging (Dell/Win 10)

ITIL tools

Job description

Software Technology, Inc. (STI) is seeking an experienced Helpdesk Representative III to support the Georgia Department of Community Affairs. The role involves Tier I and II technical support, desk-side assistance, and proactive operational reporting for a mixed Windows environment.

Under supervision, you will assist state employees and internal clients, configure and document infrastructure, and may serve as lead worker on projects. Strong ITIL and ServiceNow experience is a plus.