Help Desk Support Specialist

Cynet Systems Inc; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company in IT solutions is seeking an IT Technical Support Specialist to provide top-tier support for hardware and software issues. You will be responsible for troubleshooting various tech queries, assisting with system modifications, and ensuring customer satisfaction. Candidates should have 2-3 years of experience, excellent communication skills, and strong technical expertise.

Qualifications

• Minimum of 2-3 years of IT technical support.
• Strong knowledge in network infrastructure equipment and desktop support.
• Excellent communication skills and customer service.

Responsibilities

• Serves as the primary escalation point for technical queries.
• Manages projects and assists with system enhancements.
• Provides technical assistance for systems and user support.

Skills

Customer Service

Troubleshooting

Technical Support

Network Infrastructure

Time Management

Tools

ServiceNow

Sales Force

Windows 10

Microsoft Office 365

Active Directory

Job description

Job Description:

Responsibilities:

• Serves as the primary escalation point for incoming queries and technical issues.
• Manages and/or assigns projects and tasks to other team members as appropriate
• Advises, collaborates and assists business units with system enhancements and modifications
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools.
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
• Assists users with information security and privacy questions; provides directions for the correct action.
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.

Technical Support, Specialist Skills, And Qualifications:

• Minimum of 2-3 years of IT technical support
• Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems, etc.
• Technical expertise should include Windows 10,MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure.
• Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Experience installing, configuring, and supporting network printers and audio/visual equipment
• Effective use of ticketing systems to track and document incidents (ServiceNow and Sales Force is strongly preferred)
• Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills
• Strong team leadership, time management, and coaching and mentoring skills
• Excellent customer service and communication skills are a must.
• Desktop Technician will provide day-to-day local remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
• Providing fault analysis to customers’ cooperating systems and platforms, providing support, and applying desktop fault resolution for the approved application suite.