Help Desk Technician - IT Systems & Support

Gdh Consulting, Inc.; Montgomery (AL); On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Medical insurance options

Dental & Vision coverage

401(k) plan

Wellbeats membership

Gym discount

Job summary

GDH is hiring for a full-time Help Desk role in Montgomery, AL to provide first-level support to clients via phone or email, document tickets, and ensure timely, quality issue resolution while delivering strong customer service.

You will troubleshoot according to documented procedures, log and update tickets in ServiceNow, escalate unresolved issues to Tier 2, communicate status to clients and teams, and perform limited systems administration as needed, with a pathway to grow into technical

Qualifications

• 1+ year of experience in service or help desk support.
• Basic knowledge of troubleshooting and Tier 1 application support.
• Excellent written and verbal communication skills.
• Strong customer service orientation.

Responsibilities

• Be the primary contact for clients seeking assistance or reporting issues.
• Troubleshoot technical problems using documented procedures and checklists.
• Log, track, and update support tickets accurately within the ServiceNow system.
• Escalate unresolved tickets to Tier 2 support staff and follow up on progress.
• Communicate effectively with clients and internal teams to provide updates and resolutions.
• Maintain and review all Service Desk procedures to ensure best practices are followed.
• Perform limited systems administration tasks as needed.
• Diagnose and resolve hardware and software issues related to operating systems, Office 365, and other technology products.
• Collaborate with team members to improve support processes and documentation.
• Ensure timely follow-up with clients to confirm issue resolution and customer satisfaction.

Skills

Customer service

Communication skills

Troubleshooting

Ticketing system

Office 365

MS Word & Excel

Analytical skills

Independent work

Prioritization

US work authorization

Tools

ServiceNow

Office 365

Windows OS

Job description

GDH is hiring for a full-time Help Desk role in Montgomery, AL to provide first-level support to clients via phone or email, document tickets, and ensure timely, quality issue resolution while delivering strong customer service.

You will troubleshoot according to documented procedures, log and update tickets in ServiceNow, escalate unresolved issues to Tier 2, communicate status to clients and teams, and perform limited systems administration as needed, with a pathway to grow into technical