Service Desk Analyst II/III — End-User Tech Support Pro

Georgia System Operations Corporation; Tucker (GA); On-site; USD 77,000 - 114,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Match

Parental Leave

Educational Assistance

Annual bonus

Paid time off

Volunteer Time Off

Job summary

Georgia System Operations Corporation seeks a Service Desk Analyst II-III to deliver timely, customer-focused technical support for associates across the Family of Companies. You will diagnose, document, escalate, and resolve hardware, software, and mobility issues for onsite and remote users.

The role emphasizes strong customer service, problem solving, and clear guidance while supporting Windows environments, remote access, and mobile devices.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Service Desk Analyst II: ideally 3+ years of IT support in a multiplatform environment.
• Service Desk Analyst III: ideally 5+ years of IT support in a multiplatform environment.
• Broad desktop, network, telecommunications, hardware, software, peripheral, mobile device, and remote-access troubleshooting knowledge.
• Experience with Microsoft Windows, Microsoft Office, PC configurations, remote diagnostic tools, endpoint security, and client applications.

Responsibilities

• Identify, analyze, troubleshoot, and resolve hardware and software issues for onsite and remote users with strong customer service.
• Provide first- and second-level support and perform advanced troubleshooting as needed.
• Maintain ownership of customer issues through resolution, including communication, escalation, and coordination with IT teams.
• Document incidents, requests, troubleshooting steps, and resolutions in the ticketing system per standards.
• Prioritize support based on impact, urgency, and SLAs.

Skills

Customer service

Windows

Office applications

Remote access

VPN

Mobile devices

Troubleshooting

Ticketing

Documentation

Communication

Education

Bachelor's degree in Business Administration, Information Technology, Computer Science, or related field

Tools

Ticketing system

Remote access tools

Diagnostic tools

Job description

Georgia System Operations Corporation seeks a Service Desk Analyst II-III to deliver timely, customer-focused technical support for associates across the Family of Companies. You will diagnose, document, escalate, and resolve hardware, software, and mobility issues for onsite and remote users.

The role emphasizes strong customer service, problem solving, and clear guidance while supporting Windows environments, remote access, and mobile devices.