Help Desk Specialist - Frontline IT Support & SLA Champion

Goodwill of North Georgia; Decatur (GA); On-site; USD 42,000 - 52,000; Full time

Job summary

Goodwill of North Georgia is seeking a Helpdesk Administrator to act as the initial IT contact, delivering remote and phone support while upholding IT SLA practices. You will document all issues in the ticketing system, escalate complex problems, and assist with device onboarding and license management.

Ideal candidates will have a GED or high school diploma, an A+ certification (or 1 year of related experience), and strong customer service and teamwork skills.

Qualifications

• GED/High School Diploma required.
• A+ certification and/or 1 year of experience in computer trouble shooting preferred.
• At least 1 year of experience in a helpdesk or call center with ticketing systems preferred.
• Strong ability to troubleshoot PC issues including printing and network connectivity remotely.
• Knowledge of assigning Microsoft 365 licenses preferred.
• Excellent written and verbal communication skills.
• Ability to work in a team environment and in interruption-driven settings.

Responsibilities

• Serve as the first point of contact for end users and IT department.
• Provide technical support via phone, email, chat, and remote tools.
• Achieve first-contact resolution when possible; escalate when needed.
• Document all end-user issues and requests in the ticketing system.
• Assist with device onboarding and IT asset tracking; manage user accounts and licenses.
• Support laptops, desktops, tablets, and POS devices.
• Follow IT SLA guidelines and communicate updates to users.

Skills

Customer service

Communication

Teamwork

Self-motivated

Education

GED/High School Diploma

A+ Certification

Tools

Ticketing system

Remote support tools

Microsoft 365 licensing

Job description

Goodwill of North Georgia is seeking a Helpdesk Administrator to act as the initial IT contact, delivering remote and phone support while upholding IT SLA practices. You will document all issues in the ticketing system, escalate complex problems, and assist with device onboarding and license management.

Ideal candidates will have a GED or high school diploma, an A+ certification (or 1 year of related experience), and strong customer service and teamwork skills.