IT Service Desk Technician: Windows & M365 Support Pro

Software Technology, Inc.; Atlanta (GA); On-site; USD 42,000 - 66,000; Full time

Job summary

Software Technology, Inc. is seeking an IT Help Desk professional to serve as the first point of contact for IT incidents and service requests.

You will deliver remote, phone, email, chat, and desk-side support to end users, resolving hardware, software, and network issues while upholding SLAs. You will log and categorize incidents in ServiceNow, follow ITIL practices, document resolutions, and help advance knowledge across the team.

Qualifications

• Two years of experience in a Help Desk or Service Desk environment.
• Or an Associate degree with one year of technical support experience.
• Preferred: Bachelor's degree in IT/CS or related field.
• Experience with ITIL practices is a plus.

Responsibilities

• Serve as first contact for IT incidents, requests, and inquiries.
• Provide remote, phone, email, chat, and desk-side support.
• Troubleshoot hardware, software, network, printing, and mobile device issues.
• Escalate complex issues to IT teams while keeping customers informed.
• Log, categorize, prioritize, and resolve incidents in ServiceNow.
• Follow ITIL practices for Incident, Request, Problem, and Knowledge Management.
• Maintain documentation and knowledge articles to improve service quality.
• Monitor ticket queues and ensure timely follow-up and closure.
• Collaborate with Infrastructure, Cybersecurity, Applications, and vendors.
• Support Microsoft 365 services and related productivity tools.

Skills

Customer service

Troubleshooting

Communication

Documentation

ITIL

Problem solving

Teamwork

Education

High School Diploma or GED

Associate degree in IT/related field

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Azure AD

Intune

Autopilot

Active Directory

Microsoft 365

Teams

Outlook

SharePoint

VPN

Cisco Webex

Job description

Software Technology, Inc. is seeking an IT Help Desk professional to serve as the first point of contact for IT incidents and service requests.

You will deliver remote, phone, email, chat, and desk-side support to end users, resolving hardware, software, and network issues while upholding SLAs. You will log and categorize incidents in ServiceNow, follow ITIL practices, document resolutions, and help advance knowledge across the team.