IT Help Desk Specialist: Remote Troubleshooting & Customer Support

Landmark Properties, Inc.; Athens (GA); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Landmark Properties is seeking an IT Help Desk Technician to provide technical support to tenants and staff, by phone or in person, ensuring uptime of systems and security equipment. You will be the first point of contact and handle remote troubleshooting.

Responsibilities include documenting issues, guiding users through solutions, escalating complex problems, and reviewing CCTV footage when security incidents occur.

Qualifications

• High School Diploma or GED required.
• Bachelor’s in IT, CS or related field preferred.
• Proven experience as a help desk technician or in a similar customer support role.
• 1+ years of customer service experience.

Responsibilities

• Serve as the initial contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Document routine/novel work performed during problem resolution process.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved or trending issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems, follow up with customers, and update their status and information.
• Review CCTV footage in response to security incidents or alarms.
• Maintain accurate records of reviewed footage and incidents for future reference and analysis.
• Pass on feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest improvements to procedures.

Skills

Customer service

English proficiency

Technical troubleshooting

Communication skills

Remote-control tools

Office automation tools

Mobile devices

Education

High school diploma or GED

Bachelor’s in IT / CS or related field preferred

Job description

Landmark Properties is seeking an IT Help Desk Technician to provide technical support to tenants and staff, by phone or in person, ensuring uptime of systems and security equipment. You will be the first point of contact and handle remote troubleshooting.

Responsibilities include documenting issues, guiding users through solutions, escalating complex problems, and reviewing CCTV footage when security incidents occur.