Role Specific Duties:

• Responds and diagnoses problems through discussion with users and hands-on assistance.
• Provides on-site support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
• Documents, tracks, and monitors tickets to ensure a timely resolution.
• Provides second-tier support to users’ applications or hardware issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Performs Moves, Adds and Changes (MAC)

Qualification Requirements:

• Required: (or can obtain within 60 days of hire) Microsoft Office Specialist certification for Office 2007 or later.
• Required: One of the following. ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.
• At least 2 years of current experience in participating in a desk-side support environment.
• Knowledge Requirements Include:
• Microsoft network or enterprise support
• Active Directory
• Microsoft Office 2010
• Office 2013
• Office 365
• Blackberry,
• MaaS360
• NetIQ Directory Resource Administrator (DRA)
• Systems Center Configuration Manager (SCCM)
• Cisco AnyConnect
• Citrix XenDesktop
• Junos Pulse
• NetScreen VPN
• BMC Remedy 7.5 or 8.1 employing Incident Management (IM), Knowledge Repository (KR), Service Request (SR), Problem Management (PM), and Service Level (SL) modules.

• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Job Type: Full-time

Pay: $24.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• desk-side support environment: 2 years (Preferred)

License/Certification:

• Microsoft Office Specialist for Office 2007 or later (Required)
• ITIL v3/Help Desk Institute's HDA, CSR, or other IT (Required)

Ability to Relocate:

• Atlanta, GA 30303: Relocate before starting work (Required)

Work Location: In person