Help Desk System Analyst

Cynet Systems Inc; Atlanta (GA); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading technology support company seeks a Technical Support Specialist in Atlanta to address a variety of technical support queries involving Windows 11, Active Directory, and remote support tasks. The ideal candidate will have a strong background in IT support, excellent customer service skills, and relevant certifications, contributing to a collaborative IT environment.

Qualifications

• 3+ years in technical support or help desk role.
• Strong understanding of Windows 11, Active Directory, MS O365.
• Certifications like CompTIA A+ are preferred.

Responsibilities

• Resolve technical support tickets for Windows, O365, and network issues.
• Maintain customer service excellence during interactions.
• Document user issues and track resolutions effectively.

Skills

Troubleshooting

Customer Service

Communication

Documentation

Education

CompTIA A+

Microsoft Certified: Modern Desktop Administrator Associate

Tools

PowerShell

AWS

Exchange

OKTA

Crowdstrike

Job description

Job Description:

Responsibilities:

• Respond to and resolve technical support tickets related to Windows 11, Active Directory, Microsoft O365, network connectivity, VPN, and RDP.
• Assist users with password resets, PST file management, and Exchange Admin tasks.
• Provide hands-on and remote support for hardware, software, and IP phone systems (e.g., Microsoft Teams).
• Use ticket tracking systems to document, prioritize, and track user issues effectively.
• Troubleshoot advanced issues using tools like PowerShell for scripting and problem resolution.
• Support security and authentication tools such as OKTA and Crowdstrike.
• Maintain knowledge of AWS and SharePoint systems to assist users as needed.
• Deliver exceptional customer service to end-users via phone, email, and face-to-face interactions.
• Collaborate with IT teams to ensure smooth operation of company-wide systems.

Preferred Qualifications:

• 3+ years of experience in a technical support or help desk role.
• Strong understanding of Windows 11, Active Directory, and Microsoft O365.
• Experience troubleshooting network connectivity, VPNs, and IP phone systems.
• Familiarity with security tools (OKTA, Crowdstrike) and cloud environments (AWS).
• Proficiency with ticket tracking systems and remote support tools.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are highly desirable.
• Excellent communication and interpersonal skills to interact with users of varying technical expertise.
• Strong organizational skills and attention to detail in documenting issues and resolutions.