Help Desk Technician

FirstPRO 360; Atlanta (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

FirstPRO 360 is seeking a Tier 1 Help Desk Technician in Atlanta to be the first point of contact for employee technical issues. You will resolve common hardware, software, and connectivity problems and escalate more complex ones to senior staff.

Daily tasks include handling a ServiceNow ticket queue, performing routine AD and Microsoft 365 tasks, assisting with onboarding/offboarding, deploying laptops, and supporting conference room A/V setups, while documenting solutions to keep

Qualifications

• Help desk or desktop support experience is a plus but not required; internships, coursework, and personal projects count.
• Basic familiarity with Windows and Microsoft 365; exposure to Active Directory is a plus.
• Willingness to learn ServiceNow or a comparable ITSM ticketing platform (training provided).
• Strong soft skills, including a customer-service mindset, patience, and attention to detail.
• Associate degree or IT certificate (such as CompTIA A+ or Google IT Support) preferred, or equivalent experience.

Responsibilities

• Serve as the first point of contact for employee technical issues and resolve common problems.
• Work a ServiceNow ticket queue and escalate complex issues to senior staff.
• Assist with onboarding/offboarding and basic AD/M365 tasks, laptop setup, and A/V support.

Skills

Customer-service mindset

Patience

Attention to detail

Willingness to learn

Education

Associate degree or IT certificate (CompTIA A+ / Google IT Support) preferred

Tools

Windows

Microsoft 365

Active Directory

Job description

The Tier 1 Help Desk Technician is the first point of contact for employee technical issues, resolving common hardware, software, and connectivity problems and escalating more complex ones to senior staff. Daily tasks include working a ServiceNow ticket queue with guidance from the team, performing routine account tasks such as password resets and unlocks in Active Directory and Microsoft 365, and assisting with onboarding/offboarding checklists. The role also involves helping set up and deploy laptops, providing basic support for conference room A/V systems, and documenting solutions to help keep internal knowledge-base articles current.

Qualifications

• Help desk or desktop support experience is a plus but not required; internships, coursework, and personal projects count.
• Basic familiarity with Windows and Microsoft 365; exposure to Active Directory is a plus.
• Willingness to learn ServiceNow or a comparable ITSM ticketing platform (training provided).
• Strong soft skills, including a customer-service mindset, patience, and attention to detail.
• Associate degree or IT certificate (such as CompTIA A+ or Google IT Support) preferred, or equivalent experience.