Sr. Desktop Support Specialist

Direct Hire

Atlanta, GA (3 days per week on-site, 2 days per week remote)

Are you seeking an opportunity that is designed to offer you growth in your tech career? Solve problems with both hardware and software issues? This is the perfect role for someone who has been providing technical support to their customers/colleagues mostly in person, but also over various tools like email, phone and messaging. This is not a scripted call center role, this a role for a true tech geek who loves to solve problems and showing off their professional communication chops!

The Service Desk Specialistprovides a focal point for all employees when contacting the technology department for hardware or software support, serving as a first point of contact and a primary source of resolutions and expertise for all the organizations internal technology needs. In addition to managing internal support requests, a Service Desk Specialist is a key contributor to a steady stream of enterprise level project work.

RESPONSIBILITIES:

• Serve as a first point of contact for all internal technology needs and issues, resolving a large percentage without escalation while providing excellent customer service.
• Consistently, accurately, and in a timely fashion record all service requests and issues in the Service Desk ticketing system.
• Provide hardware and software support for both onsite and offsite employees, including PCs/Macs, smartphones, printers, A/V equipment, and associated accessories.
• Format and distribute new PCs as directed by management.
• Create system documentation for other support personnel.
• Creation and maintenance of user accounts and password resets for the network and various enterprise applications.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Diligently ensure that all equipment is properly recorded and tagged, and that software licensing is strictly enforced.
• Assist other members of the technology team with projects as needed.

QUALIFICATIONS, EXPERIENCE REQUIRED:

• 5 years in a Senior Service Desk and/ or Desktop Support role supporting business professionals and executives both in-person and over the phone in a Windows and Mac environments.
• Bachelors degree in Computer Science, or equivalent.
• Configuration of laptops.
• Building and deploying enterprise level SCCM and JAMF packages (InTune or PDQ Deploy is acceptable if no SCCM exp)
• Experience building application packages to deploy at an enterprise level.
• Excellent customer service skills with experience in technology support.
• Excellent written and verbal communication skills.