IT Help Desk Analyst I – Dynamic End-User Support

Momar Inc; Hills Park (GA); On-site; USD 68,770,000 - 74,501,000; Full time

Job summary

Momar, Inc. in Atlanta, GA, is seeking an IT Help Desk Analyst I to be the first point of contact for internal IT support and to diagnose network, hardware, software, and security issues reported by end users.

You will work with the broader IT team to resolve problems quickly and effectively. Responsibilities include handling end-user requests via phone, email, in-person, and remote channels, performing routine checks, documenting tickets, and assisting with software releases and training

Qualifications

• 3 years of help desk experience with a high school diploma or 1–2 years with a bachelor’s degree in IT field
• Proficient with Microsoft products
• Familiar with malware removal tools
• Basic LAN and networking concepts
• Excellent verbal, written, and customer service skills
• Strong analytical, critical-thinking, and organizational skills
• Proven ability to manage time and meet deadlines
• Ability to collaborate effectively with staff, technical peers, and vendors

Responsibilities

• Serve as the first-line response for end-user support via phone, email, in-person, and remote channels
• Conduct daily routine checks and testing to keep Momar’s computers and systems running at peak performance
• Diagnose and resolve hardware, software, and configuration issues at the desktop or device level
• Install, configure, and upgrade software and hardware on new and existing PCs
• Use diagnostic utilities and internet/intranet resources to research and resolve technical issues
• Record, track, and document all Help Desk tickets, following established checklists and quality standards
• Escalate issues to the appropriate IT resource when needed
• Test fixes and follow up with end users to confirm full resolution
• Assist with software releases and rollouts as directed
• Maintain IT equipment — workstations, mobile devices, network equipment, printers, and A/V — and track inventory
• Develop training manuals, help sheets, and FAQs for end users
• Take on additional duties and special projects as assigned by the IT leadership team

Skills

Microsoft products

Malware removal tools

LAN and networking concepts

Customer service skills

Analytical thinking

Time management

Collaboration

Education

Bachelor's degree in related IT field

High school diploma with 3 years help desk experience

Tools

Malware removal tools

Job description

Momar, Inc. in Atlanta, GA, is seeking an IT Help Desk Analyst I to be the first point of contact for internal IT support and to diagnose network, hardware, software, and security issues reported by end users.

You will work with the broader IT team to resolve problems quickly and effectively. Responsibilities include handling end-user requests via phone, email, in-person, and remote channels, performing routine checks, documenting tickets, and assisting with software releases and training