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IT Service Desk Technician Sandy Springs

IT Service Desk Technician

Full Time • Sandy Springs
Benefits:
  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Competitive salary
  • Health insurance
  • Vision insurance
 

Job Summary:
The IT Service Desk Technician acts as the face of the help desk, providing customer service and first-tier technical support to end users for a variety of technical issues related to applications, hardware, and associated peripherals. This role is responsible for the resolution of service tickets in a timely manner as well as providing documentation to assist with future resolution. They must be detail oriented and have excellent problem-solving skills to diagnose, evaluate, and resolve complex issues while minimizing support escalation and leaving a positive impression with our users.
 
Key Responsibilities:
 
  • Provide First-Level Support: Respond to and resolve IT service requests via phone, e-mail, and in-person.
  • Ticket Management: Record, track, and document all problem-solving processes, including all troubleshooting steps taken, through to final resolution.
  • Troubleshooting: Diagnose and resolve hardware and software issues involving PCs, laptops, printers, and other peripherals as necessary.
  • User Support: Assist with onboarding new employees, including setting up hardware, software, access to resources, and providing an overall positive first impression for the user.
  • Documentation: Create and update documentation and knowledge base articles for both end users and IT personnel.
  • Applications: Install, configure, and maintain applications and operating systems as needed.
  • Endpoint Management: Aid in the administration of endpoint configuration and imaging tools for managing the entire lifecycle of a workstation from deployment to refresh.
  • Security: Strictly adhere to maintain all IT security policies and procedures as defined.
  • Asset Management: Manage all IT hardware and software inventory and licensing.
  • Customer Service: Provide enthusiastic customer service and communication ensuring both high levels of satisfaction and an overall positive impression of the support organization.
 
Qualifications:
 
Education and Experience:
  • Associate's degree in Information Technology, Computer Science or related field, or equivalent work experience.
  • At least 1-2 years of experience in a technical support role or similar position.
Technical Skills:
  • Proficiency in Windows and macOS operating systems.
  • Basic knowledge of network and server management.
  • Familiarity with IT Service Management (e.g. ServiceNow, Jira Service Management, Freshdesk).
  • Solid understanding of cybersecurity principles and best practices.
  • Experience with remote desktop applications and help desk management software.
 
 
Soft Skills:
  • Strong problem-solving and troubleshooting skills.
  • Excellent verbal and written communication.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management.
  • Ability to handle multiple tasks and prioritize effectively.
 Physical Requirements:
  • Ability to lift and move computer equipment, up to 50 pounds.
  • May require prolonged periods of sitting at a desk and working at a computer.
Work Environment:
  • Office environment with occasional off-site support.
  • May require occasional evening or weekend work to perform maintenance or upgrades.
  
 
Disclaimer
This position description is not intended, and should not be considered as, an exhaustive list of all responsibilities, skills, effort or working conditions associated with the job.  It is intended to be an accurate reflection of those principal job elements essential for making decisions related to job performance, personal development, and compensation.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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BENEFITS

Health Benefits
Medical, Dental, Vision, Wellness Program, Life Insurance, Disability Insurance
Financial Benefits
401k, Health Savings Account
Lifestyle Benefits
Employee Assistance Program, Employee Discount Program, Vacation/PTO, Travel Accident Insurance
Education Benefits
Discounted Tuition, Waived Application Fee, Deferred Tuition, Complimentary LapTop & More!
Work today, get paid today!
We’ve partnered with DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule.
WE GIVE BACK
For over three decades, Perkins has enthusiastically supported Give Kids The World. We support Give Kids The World not only for the joy it brings these stricken children and their families, but also for its stewardship of our contributions.