Help Desk Level 1 Technician

Colonial Group; Atlanta (GA); On-site; USD 42,000 - 55,000; Full time

Job summary

Colonial Group in Atlanta, GA is seeking a Help Desk Technician Level I to provide first-line IT support, set up computers, printers, phones, and badge creation for new hires. You'll handle tickets in the Help Desk system and coordinate with Tier 2 when needed.

The role requires a high school diploma, at least one year of end-user support in a large environment, and possibly MCP or A+ certification. The candidate should be organized, customer-service oriented, and proficient with Word, Excel,

Qualifications

• High school diploma; Bachelor’s degree preferred.
• At least one year of supporting end users in a large environment.
• Law office experience preferred.
• MCP or A+ certification.

Responsibilities

• Level 1 Tech Support for ALL tickets that come into the Help Desk system
• Contact the ticket owner within designated amount of time to communicate status
• Assess urgency of each ticket to determine response priority
• Take ownership of the IT Help Desk help meet internal SLA
• Work with Tier 2 Support on a consistent basis in order to maintain proper protocols
• Set up new user computers and help with office moves when necessary
• Assist with other duties and special projects as needed.

Skills

Customer service

Communication skills

Teamwork

Time management

Attention to detail

Education

MCP or A+ certification

Tools

Word

Excel

Outlook

Internet

Job description

Purpose

The Help Desk Technician- Level I is responsible for Level I IT support. This includes computer setup and low-level troubleshooting, printer setup, phone setup and employee badge creation.

Specific Duties, Activities and Responsibilities

• Level 1 Tech Support for ALL tickets that come into the Help Desk system
• Contact the ticket owner within designated amount of time to communicate status
• Assess urgency of each ticket to determine response priority
• Take ownership of the IT Help Desk help meet internal SLA
• Work with Tier 2 Support on a consistent basis in order to maintain proper protocols
• Set up new user computers and help with office moves when necessary
• Assist with other duties and special projects as needed.
• Assist with other duties and special projects as needed.

Job Requirements

• High school diploma; Bachelor’s degree preferred
• At least one year of supporting end users in a large environment
• Law office experience preferred
• MCP or A+ certification

General Competency Factors

• Must be proficient in software tools, including but not limited to Word, Excel, Outlook, and the Internet.
• Must possess strong written and verbal communications skills.
• Must provide excellent customer service to internal and external customers
• Identifies and solves issues in a timely manner.
• Must be a team player and willing to help others intheir department whenever necessary.
• Must be extremely organized and be able to multi-task.
• Conscientious with respect to work completion, deadlines, time management and attendance.
• Takes initiative in face of obstacles and identifies what needs to be done and takes action.
• Demonstrates commitment to Firm’s vision, mission, and core values.
• Analytical and detail oriented, while working at a fast pace and capable of multi-tasking.
• Develops professional relationships and builds rapport with others.
• Overall good work ethic and willingness to adapt to change.