Technical Support Representative (Tier 1 Helpdesk)

A company in Atlanta, GA is seeking Technical Support Representatives to join its Tier 1 Helpdesk team. This role is responsible for providing first-level technical support and troubleshooting for internal retail locations and sales representatives. The position is fully phone-based and supports PCs, Windows operating systems, point-of-sale (POS) systems, and basic network connectivity., Provide Tier 1 technical support via phone for retail store personnel and internal sales representatives (not end customers) Troubleshoot hardware, software, and connectivity issues related to:

PCs and Windows operating systems POS hardware and software IT networks, including routers and modems

Support telecom porting and portability requests, including wireless number transfers between carriers (training provided) Accurately document all incidents, troubleshooting steps, and resolutions within ServiceNow Escalate unresolved or complex issues to Tier 2 support as appropriate Maintain a professional, customer-focused approach while assisting users with varying technical skill levels Perform additional duties as assigned

Work Environment

100% phone-based support role Fast-paced helpdesk environment supporting multiple retail locations Collaboration with Tier 2 support teams for advanced issue resolution

Previous helpdesk or technical support experience, ideally within a call center environment Excellent verbal communication skills, with the ability to provide clear, calm, and effective phone-based troubleshooting support Strong written communication skills, including accurate and detailed documentation of incidents and resolutions within a ticketing system (e.g., ServiceNow) Demonstrated ability to clearly explain technical issues and solutions to non-technical users Proven PC support experience, including basic networking concepts such as guiding users through obtaining an IP address Strong attention to detail with a focus on thorough and accurate ticket documentation Customer-focused mindset with a friendly, professional demeanor and a high level of patience High degree of reliability and dependability; consistent attendance and punctuality are required, particularly during the initial training and onboarding period Willingness and ability to work any scheduled shift during the team's operating hours:

Monday-Saturday: 9:30 AM - 10:00 PM EST Sunday: 12:00 PM - 8:30 PM EST

Nice to Have Skills & Experience

POS helpdesk experience Telecom Porting experience CheckPoint Firewall experience Networking troubleshooting experience Spanish speaker Experience with remote in tools like TeamViewer

$17/hr to $18/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.