Help Desk Support Specialist

ZETTALOGIX INC; Atlanta (GA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

ZETTALOGIX INC in Atlanta, GA seeks a Help Desk Support Specialist with 10+ years of experience to join the IT Infrastructure Team. The role provides Tier I and II support, configures and maintains hardware and software, and ensures operations meet service levels through documented procedures and KPI reporting.

You will interact with state employees and internal clients, deliver remote and desk-side support, participate in automation projects, and help implement Windows servers, AD, SharePoint,

Qualifications

• Incumbent shall possess a high school diploma or GED with 2-3 years of client-facing experience; a bachelor’s degree in a computer-related field is a plus.
• Excellent interpersonal, oral and written communication skills are required.
• Imaging machines (Dell/Win 10) and inventory management experience is desired.
• Experience in ITIL Service Management and familiarity with the ServiceNow platform is a plus.

Responsibilities

• Provide on-line and desk side helpdesk services to identify and resolve IT operational issues with documented resolutions.
• Provide end user support including IT Incident, Problem, or Request Tickets for end user systems and applications.
• Install, configure, and support workstation and agency IT systems including Windows Server environments, AD, SharePoint, VOIP, and O365.

Skills

Desktop Support

Active Directory

SharePoint Support

Printer support

Print server administration

Service Now

Desktop Imaging Management

Inventory Management

Customer service

Education

High school diploma or GED

Bachelor’s degree in computer field (plus)

Vocational/Technical degree in computer applications

Tools

ServiceNow

SharePoint

Active Directory

Office 365

Job description

Job: Help Desk Support Specialist

Interview Type: Either Web Cam or In Person

Location: Atlanta, GA 30308

Work Arrangement: Hybrid

Experience: 10+

Reporting to the IT Client Services Manager, Helpdesk Representative III is a member of the IT Infrastructure Team that identifies, plans, designs, delivers, operates and controls Tier I and Tier II services offered at the Department of Community Affairs (DCA).

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.

Required/Desired Skills

Skill Required /Desired Amount of Experience

• Desktop Support - Windows 7/10, Office 365, Adobe Professional Required 2 Years


• Active Directory Required 2 Years


• SharePoint Support Highly desired 2 Years


• Printer support, including toner replacement, and Print server administration Required 2 Years


• Service Now incident reporting Highly desired 2 Years


• Desktop Imaging Management Required 2 Years


• Inventory Management and Support Required 2 Years


• Good customer service, personable desk side engagement, and overall good customer support interaction Required 2 Years