Help Desk Support Specialist

Enterprise Solutions Inc.; Atlanta (GA); On-site; USD 42,000 - 64,000; Part time

Job summary

Enterprise Solutions Inc. in Atlanta, GA is seeking a Helpdesk Representative III for a six-month assignment onsite. The role delivers Tier I and II support, configures and maintains IT systems, and supports end users across departments.

You will work under the IT Client Services Manager, provide on-call support, document resolutions, and generate KPI reports to improve operations. Candidates should have 2–3 years of client support experience, ITIL familiarity, and knowledge of Windows

Qualifications

• High school diploma or GED with 2–3 years of client handling experience.

Responsibilities

• Assist clients with Tier I issues and Tier II support.
• Communicate with state employees and internal clients to meet client expectations.
• Analyze information to determine client requirements and liaison with technical staff for automation.
• Provide ongoing user assistance and on-call support for applications.
• Respond to client concerns remotely and on-site, with training to gain full proficiency.
• Provide online and desk-side helpdesk services and document resolutions.
• Support end-user systems and tickets for business and custom applications.
• Design, install, and support workstations and IT systems environments (Windows servers/workstations, LAN, VPN).
• Install and support Microsoft enterprise products (Exchange, SharePoint, SQL, Office 365).
• Perform printer installations and toner replacement.
• Provide KPI reports and documentation of operations.

Skills

Communication skills

Problem solving

Technical aptitude

Education

High school diploma or GED

Bachelor’s degree in Computer Information Systems/Computer Science

Tools

Windows Server 2008-2012

Windows workstations

LAN

VPN

O365 E5

Microsoft SharePoint

Active Directory

VOIP

SQL Server

Exchange 2007+

MS Access

System Center

SharePoint 2010+

ODBC

ServiceNow

CCNA

Job description

Duration: 6 months (with possible extensions)

Location: Atlanta, GA 30329

Work Schedule: Monday-Friday, onsite

Interview: Web Cam Interview only

We welcome candidates with all U.S. work authorization types, provided they are legally authorized to work in the United States.

Reporting to the IT Client Services Manager, Helpdesk Representative III is a member of the IT Infrastructure Team that identifies, plans, designs, delivers, operates, operates, operates, and controls Tier I and Tier II services.

The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative III is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring, and reporting of systems hardware, software, and related infrastructure performance.

Primary Responsibilities:

• Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise.
• Work and communicate with state employees, internal clients, to provide information and services targeted to meet client expectations.
• Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in implementation and development of business process automation.
• Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.
• Responds to internal and external client concerns both remotely and to provide desk side support as well. Receives additional training as required, to gain full proficiency and experience in all areas.
• May perform clerical duties in support of the unit. Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.
• Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues. Provided documented service procedures for all resolutions.
• 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)

Minimum 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.

Additional Skills:

• Technically competent with knowledge of systems management, development and implementation methods and infrastructure.
• Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a plus. CCNA (Cisco Certified Network Associate).
• Excellent problem-solving skills required.

Qualifications:

Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college AND One year of experience providing software of hardware customer support OR High school diploma or GED AND Two years of experience providing software or hardware customer support of technical assistance to computer users OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.

Enterprise Solutions Inc. is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law.