Help Desk Support Specialist III

Methodical Group; Atlanta (GA); On-site; USD 30,000 - 47,000; Full time

Job summary

The Methodical Group is hiring an experienced Help Desk Support Specialist III to support a public-sector IT environment in Atlanta. This contract role provides Tier I/II support for business apps, end-user devices, Microsoft platforms, and related resources, reporting to the IT Client Services Manager.

Responsibilities include remote and desk-side support, incident handling, documenting resolutions, and coordinating with technical teams for escalations and improvements.

Qualifications

• At least two years of software or hardware support experience in a customer-facing environment.
• Strong communication, interpersonal, and written skills.
• Working knowledge of end-user computing and basic infrastructure concepts.
• Ability to work onsite in Atlanta, Georgia for the duration of the contract.

Responsibilities

• Provide online, remote, and desk-side help desk services to resolve Tier I and II issues.
• Respond to incidents, problems, and requests involving apps, devices, accounts, and related systems.
• Analyze user concerns to determine impact and scope of each issue.
• Guide users through application operations and offer ongoing assistance.
• Communicate status updates and escalate when advanced support is required.
• Configure, install, operate, maintain, monitor, and support workstations, software, and infrastructure.
• Support Windows workstations/servers, LAN, VPN, M365, SharePoint, AD, VoIP, and enterprise apps.
• Assist with imaging, deployment, inventory, printers, and toner replacement.
• Coordinate with technical staff during implementations and process improvements.
• Document procedures, troubleshooting steps, resolutions, and ticket data.
• Prepare KPI reports using Word, Excel, or PowerPoint.
• Contribute to service improvements and participate in training.
• Perform related administrative tasks for IT Client Services.

Skills

Communication

Problem solving

Documentation

Customer support

Onsite work

Education

High school diploma or GED

Technical degree in computer applications or related field

Equivalent experience

Tools

ServiceNow

ITIL

Dell imaging

Microsoft 365

SharePoint

Active Directory

Windows Server

LAN

VPN

VoIP

Job description

Industry:

Public Sector / Information Technology

Work Setup:

100% Onsite

Engagement Type:

Contract

Work Schedule:

40 hours per week

Anticipated Start Date:

December 14, 2026

Anticipated End Date:

June 30, 2027

About The Methodical Group

The Methodical Group is a global staffing and workforce solutions firm specializing in connecting organizations with experienced professionals across technology, finance, accounting, and business operations. We partner with businesses ranging from growing companies to established enterprises, leveraging strategic talent acquisition, market expertise, and relationship-driven recruiting to deliver exceptional talent solutions. Our commitment to quality, transparency, and long-term partnerships helps organizations build high-performing teams while supporting professionals in achieving meaningful career growth.

About the Opportunity

The Methodical Group is recruiting an experienced Help Desk Support Specialist III to support the technology operations of a public-sector organization. Reporting to the IT Client Services Manager and working as part of the IT Infrastructure Team, this role provides Tier I and Tier II support for employees using business applications, end-user devices, Microsoft platforms, network services, printers, and related technology resources.

The specialist will deliver both remote and desk-side support, investigate incidents and service requests, document resolutions, maintain end-user systems, and coordinate with technical teams when issues require escalation or broader process improvements. This opportunity is suited to a self-motivated support professional who communicates clearly, works well with users at different levels of technical proficiency, and takes ownership of issues through resolution.

Responsibilities

• Provide online, remote, and desk-side help desk services to identify and resolve Tier I and Tier II operational issues.
• Respond to incidents, problems, and service requests involving business applications, custom applications, end-user devices, accounts, and related systems.
• Analyze user-reported concerns to determine the nature, scope, and business impact of each issue.
• Guide users through application operations and provide ongoing assistance for application-related problems.
• Communicate professionally with users, provide clear status updates, and elevate issues when advanced support is required.
• Configure, install, operate, maintain, monitor, and support workstations, software, and related infrastructure components.
• Support Windows workstations and servers, LAN and VPN connectivity, Microsoft 365, SharePoint, Active Directory, VoIP, and business or custom applications.
• Assist with workstation imaging, device deployment, inventory management, printer installation, and toner replacement.
• Support Microsoft enterprise products and data-access technologies such as Exchange, SQL Server, Microsoft Access, ODBC, Microsoft System Center, and SharePoint, based on assigned responsibilities.
• Coordinate with technical staff during system implementations, application changes, and business-process automation initiatives.
• Document service procedures, troubleshooting steps, resolutions, and accurate ticket information.
• Prepare KPI reports and operational documentation using Microsoft Word, Excel, or PowerPoint.
• Contribute to service improvement activities and participate in additional training across supported systems.
• Perform related administrative or clerical tasks that support the IT Client Services function.

Required Qualifications

• High school diploma or GED with at least two years of experience providing software or hardware customer support or technical assistance to computer users; or a vocational or technical degree in computer applications, computer technology, or a closely related field with at least one year of relevant support experience; or equivalent experience in a comparable help desk support role.
• Experience assisting users with technical questions, complaints, incidents, service requests, or information needs in a customer-facing environment.
• Working knowledge of end-user computing, systems support, troubleshooting methods, and basic infrastructure concepts.
• Excellent interpersonal, verbal, and written communication skills.
• Strong problem-solving, analytical, documentation, and follow-through skills.
• Ability to work onsite in Atlanta, Georgia for the duration of the contract.

Preferred Qualifications

• Bachelor's degree in Computer Information Systems, Computer Science, or a related field.
• Experience imaging Dell computers running Windows 10 and maintaining technology inventory records.
• Experience working in an ITIL-aligned service management environment.
• Experience using ServiceNow or a comparable IT service management platform.
• Hands-on experience with Microsoft 365, SharePoint, Active Directory, Windows Server, LAN, VPN, VoIP, and enterprise Microsoft products.
• CCNA certification or comparable foundational networking knowledge.