Help Desk Lead & IT Support — In-Person

WIRED TECHNOLOGY LLC; McDonough (GA); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly pay

Medical, Vision, and Dental

2 Sick days and 10 PTO days

Company vehicle or transportation

Tools and equipment provided

Training and development

Job summary

WiReD Technology in the United States is seeking a skilled Help Desk Analyst to oversee daily help desk operations and deliver exceptional IT support. The role focuses on effective service delivery, technical expertise, and customer service, with both part-time and full-time options.

Responsibilities include guiding teams, troubleshooting across Windows and mobile OS, managing networking and security, and using NinjaRMM for ticketing.

Qualifications

• Proven experience in technical support or help desk management roles.
• Strong knowledge of IT infrastructure and computer management.
• Proficiency with Microsoft 365 applications and desktop support tasks.
• Experience with remediation of account hijacks and ransomware.
• Familiarity with networking concepts such as LAN configurations, VPNs, firewalls, and security protocols.

Responsibilities

• Provide guidance and support to ensure high-quality service delivery.
• Oversee the troubleshooting of software and hardware issues across various operating systems including Windows and mobile OS.
• Ensure effective management of IT infrastructure, including computer networking, VPNs, firewalls, and LAN setups.
• Utilize tools such as NinjaRMM for ticket management and tracking.
• Conduct regular training sessions for staff and clients on technical support best practices and customer service skills.
• Monitor help desk performance metrics to identify areas for improvement and implement necessary changes.
• Maintain documentation of processes, procedures, and knowledge base articles for user reference.
• Act as an escalation point and backup for Tier 1 support.

Skills

Technical support

Help desk management

Customer service

Microsoft 365

Desktop support

Networking basics

Security awareness

Education

CompTIA Network+

A+ or equivalent

Microsoft certification

Tools

NinjaRMM

Job description

WiReD Technology in the United States is seeking a skilled Help Desk Analyst to oversee daily help desk operations and deliver exceptional IT support. The role focuses on effective service delivery, technical expertise, and customer service, with both part-time and full-time options.

Responsibilities include guiding teams, troubleshooting across Windows and mobile OS, managing networking and security, and using NinjaRMM for ticketing.