## Job Overview
We are seeking a skilled IT Support professional to join our team. Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.

Key Responsibilities:

- Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.

- User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.

- Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.

- Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.

- Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.

- Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.

- Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.

- Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.

Work Schedule: Monday - Friday Onsite

Qualifications:

- Proven experience in a Service Desk or IT support role.

- Required 2 years of technical support experience.

- Proficiency in using ServiceNow for incident and request management.

- Excellent communication and interpersonal skills.

- Strong problem-solving abilities and technical troubleshooting skills.

- Ability to work effectively in a high-demand environment with challenging users.

- Commitment to maintaining a high level of customer satisfaction.

Preferred Qualifications:

- Previous experience in a similar Service Desk or support and problem resolution role.

- Technical Certifications preferred: Candidate should have one of the following certifications A , Network , or Security , or a minimum 2 years of technical support skills on in a Service Desk role.

Familiarity with remote support tools and techniques

Job Type: Contract

Pay: Up to $23.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• ServiceNow: 2 years (Required)
• Technical support: 2 years (Required)

Ability to Relocate:

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

Work Location: In person