Help Desk Specialist – ITIL, Windows & Networking

Skywalk Global; Atlanta (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Skywalk Global is seeking a Helpdesk Representative III to support the Georgia Department of Community Affairs IT infrastructure. The role focuses on Tier I/II support, provisioning and maintaining hardware and software systems, and coordinating with state employees and IT staff.

The candidate will assist with desk-side and remote support, document procedures, and deliver KPI reports. Strong communication and ITIL-centric experience are highly valued for operational excellence.

Qualifications

• Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information.
• Bachelor’s Degree from an accredited college or university in a computer related field – i.e. Computer Information Systems or Computer Science is a plus.
• 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 (including IT Incident, Problem, or Request Tickets) for all end user-based systems (e.g., business and/or custom applications, devices).
• Demonstrate experience designing, installing and supporting workstations, and agency IT systems environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications.
• Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, etc.).
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports, and documentation on systems / application operations using Microsoft Office (Word, Excel, or PowerPoint).

Skills

Analytical thinking

Communication skills

Team collaboration

Education

High school diploma or GED

Bachelor's degree in Computer Science/Information Systems (plus)

Tools

Windows 10/11

O365

SharePoint

Active Directory

SQL

ServiceNow

MS Office

Windows Server 2008-2012

LAN

VPN

VOIP

Exchange 2007+

MS Access

ODBC

System Center

Imaging machines (Dell/Win 10)

Inventory Management

ITIL Service Management

CCNA

Job description

Skywalk Global is seeking a Helpdesk Representative III to support the Georgia Department of Community Affairs IT infrastructure. The role focuses on Tier I/II support, provisioning and maintaining hardware and software systems, and coordinating with state employees and IT staff.

The candidate will assist with desk-side and remote support, document procedures, and deliver KPI reports. Strong communication and ITIL-centric experience are highly valued for operational excellence.