IT Service Desk Analyst (Tier 1) – Onsite in Atlanta

Shepherd Center; Atlanta (GA); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Shepherd Center is seeking an IT Support Analyst to provide Tier 1 user support onsite in Atlanta. The role covers Service Desk operations, hardware and software troubleshooting, and maintaining IT equipment while ensuring service levels are met.

Responsibilities include incident documentation, escalation when needed, and contributing to knowledge articles. The position requires a High School diploma and 1+ year in help desk, with strong interpersonal skills and basic Office software proficiency.

Qualifications

• 1+ year experience with Help Desk or Desktop support.
• Excellent interpersonal skills essential for user support.
• Previous experience in midsize computer installation, setup and maintenance.

Responsabilités

• Provide Tier 1 IS Service Desk support via phone and email.
• Assist in incident creation and documentation in ServiceNow.
• Resolve hardware and software issues per SLAs where possible.
• Route incidents to correct groups to improve turnaround times.
• Escalate complex issues to Service Desk or Operations Manager as needed.
• Document incident resolutions and create reference materials for staff."
• Maintain and monitor workstations, printers and client-side devices.
• Follow safety and regulatory requirements within area of responsibility.
• Participate in on-call rotation and occasional non-standard shifts.

Connaissances

PC basics

Windows software

MS Office

Typing 50 wpm

Troubleshooting

Formation

High School Diploma

Description du poste

Shepherd Center is seeking an IT Support Analyst to provide Tier 1 user support onsite in Atlanta. The role covers Service Desk operations, hardware and software troubleshooting, and maintaining IT equipment while ensuring service levels are met.

Responsibilities include incident documentation, escalation when needed, and contributing to knowledge articles. The position requires a High School diploma and 1+ year in help desk, with strong interpersonal skills and basic Office software proficiency.