Helpdesk Support Technician

Automatic Data Processing, Inc.; Kennesaw (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

Southeastern Computer Associates, LLC is seeking an IT Support professional to provide on-site helpdesk, desktop, and network support in Kennesaw, GA. The role covers WAN/LAN design, cloud services, and data backup/disaster recovery solutions, with emphasis on Microsoft Azure, MS 365, and Google environments.

Candidate should be able to work independently and in a team, communicate clearly, and document processes.

Qualifications

• Experience in IT support and helpdesk environments.
• Strong communication and time-management skills.
• Ability to work independently and in a team.

Responsibilities

• Provide helpdesk and desktop support to clients.
• Design and support WAN/LAN networks, VPN, and cloud services.
• Maintain documentation in PSA, RMM, and internal systems.
• Track time and expenses; update client and ticket status.
• Escalate issues when service levels are exceeded.
• Keep clients informed about incidents and outages.

Job description

Southeastern Computer Associates, LLC, Kennesaw, GA, US

3 days ago Requisition ID: 1154

Salary Range: $45,000.00 To $65,000.00 Annually

Position is located in Kennesaw, Georgia. No remote work opportunities.

Helpdesk Support, Desktop Support, IT Support Technician, MSP, IT Company, Help Desk, Server Support

Design, implementation, and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Design, implementation, and support of hosted and cloud solutions for clients using technologies that meet their requirements.

Design, implementation, and support of data backup solutions and of disaster recovery solutions.

IT support relating to technical issues involving Microsoft's and Google's core business applications, as well as virtual environments built on Microsoft Azure, MS 365, and Google Chrome

Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

Support services for virtualization technologies: VMware, Microsoft.

Remote access solution design, implementation, and support: VPN, Terminal Services

Use of the remote monitoring and management (RMM) and professional services automation (PSA) systems: track tasks assigned, enter time, communicate w clients, update agent scripts, document client systems, and respond to support requests

Documentation of devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure

Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Ability to work independently as well as in a team environment.

Ability to communicate effectively.

Escalate service or project issues that cannot be completed within agreed service levels.

Communicate to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

Maintain specific knowledge of the client and how IT relates to their business strategy and goals.

Document and maintain internal processes and procedures related to duties and responsibilities.

Responsible for entering time and expenses in PSA as they occur.

Understand processes in PSA, RMM, and other internal systems

Work through assigned tickets in PSA

Work through a daily schedule in PSA that has been established through the dispatch process.

Account for all time, billable and non-billable time thru ticketing system.

Develop in-depth knowledge of the SCA's service catalog and how it relates to client's needs.

Remain up-to-date with current and future technologies emerging in the industry.

Improve client service, perception, and satisfaction.

Perform all work and make all decision based on SCA's core values and Count on Us philosophy