Help Desk Analyst

American Technology Services (ATS) is a Managed Services and Managed Security Services Provider providing unparalleled Information Technology services to businesses, organizations, and government agencies. For over 28 years, ATS has been helping organizations manage risk, align IT with the needs of the business, and gain efficiencies through new and innovative technology solutions.

ATS is seeking a proactive and customer-focused Level 1 Help Desk Support Specialist to join our dynamic IT team. In this hands-on, on-site role, you will be the first point of contact for users, providing essential infrastructure support to internal and external clients. Your primary responsibilities will include managing IT service requests, troubleshooting technical issues, and collaborating closely with team members on global projects. Complex issues will be escalated to senior engineers as needed, ensuring seamless service and high user satisfaction.

• User Support: Provide frontline support by interpreting, evaluating, and resolving technical inquiries related to installed applications, hardware, and software.
• Efficient Issue Resolution: Deliver prompt, high-quality service in a fast-paced, high-volume help desk environment.
• Customer Service Excellence: Manage incident lifecycles while delivering exceptional customer service for supported business units and products.
• Knowledge Utilization: Resolve issues using internal knowledge bases, external resources, or team consultation as required.
• Escalation Protocols: Escalate unresolved cases to the appropriate support level within defined timeframes.
• First-Contact Resolution: Achieve productivity goals by resolving at least 80% of incidents at the first point of contact.
• Documentation & Ticketing: Maintain accurate records of service requests in a centralized ticketing system for efficiency and accountability.
• Diagnosis: Troubleshoot and diagnose problems promptly, offering end-user training when necessary.
• Collaboration: Work with IT team members on global projects and share best practices.
• Process Documentation: Document processes, solutions, and procedures to support team continuity.
• Advanced Support Escalation: Refer complex service requests to upper-level engineers when necessary

Qualifications:

• Technical Knowledge: Foundational understanding of IP addressing, DNS, DHCP, and router/switch basics.
• Microsoft 365 Experience: Competence in managing user accounts, email troubleshooting, and application support within Microsoft 365.
• Hardware & Network: Familiarity with computer hardware, peripheral devices (e.g., printers, scanners), and network components (e.g., modems, routers).
• Troubleshooting Skills: Proven ability to diagnose and resolve technical issues related to desktops, laptops, servers, and networking.
• Security Awareness: Knowledge of security best practices, including password management, antivirus, and malware prevention.
• Data Management: Understanding of data backup and recovery processes.
• Analytical Thinking: Ability to approach technical issues with critical and logical problem-solving skills
• Additional requirements may exist if the offer of employment is extended

All your information will be kept confidential according to EEO guidelines.