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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Specialist I job in Atlanta - **Company:** Georgia Institute of Technology - **Location:** Atlanta, GA, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Client Server Models, Computer Networks, Databases, Web Browsers, Microsoft Office, Microsoft Visio, Microsoft PowerPoint, Windows Desktop, Diagnostic Tools, Virtual Environment - **Published:** September 28, 2026 - **Apply:** https://jobs.diversity.com/career/2507532/service-desk-specialist-i-georgia-ga-atlanta ## About the Role * Associate's Degree with an accredited institution * 1 year experience in a Service Desk environment * 2 or more years of Customer Service experience * Or any equivalent combination of education, experience and training which provides the necessary knowledge and skills., * Knowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install) * General knowledge of computer networking principles, diagnostic tools, and client/server technology in a multi-tiered, layered technical/functional environment * Strong oral and written communication skills with particular emphasis in the correct use of grammar and spelling * Ability to effectively and patiently communicate complex information in a logical and organized manner * Strong interpersonal and collaborative skills, who works well both cross-functionally and independently * Ability to effectively work in a fast-paced environment, prioritize, manage time and follow-through on tasks to ensure satisfactory completion * Possess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers * Proficient and extremely comfortable in navigating within various applications including email, case management system, human capital management systems and other Microsoft office applications to effectively provide solutions to customers * Ability to effectively manage an increased workload during times of high call volume and/or peak seasons * Technical skills with efficiency in adapting to new systems, services, and/or applications with ease * Analytical thinker, who possesses the ability to troubleshoot technical and functional issues , adopt a systematic approach towards identifying and then resolving the problem at hand., * Must have a valid GA Driver¿s License * Light physical exertion may be required * Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise levels. Background Check Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification. For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment. ## Description The USG Service Desk Specialist I is a non-exempt, full-time position within the USG Shared Services Center, located in Sandersville, GA, supporting 25 University System of Georgia institutions and the Board of Regents. Reporting to the USG Service Desk Supervisor, this role is responsible for delivering high-quality customer support across a range of areas, including human capital management systems (such as payroll, benefits, and HR), policy and procedural guidance for employees and retirees, and application assistance for prospective USG employees. Additionally, the Specialist I ensures exceptional service for USG's enterprise products, technologies, and services., * Serves as frontline support and issue resolution for all active and former USG employees, institutional practitioners, applicants, USG products, technologies and services. * Supports the centralized payroll processing workflow by maintaining a smooth support structure, promptly addressing and resolving issues as appropriate, and escalating complex matters to the internal Centralized Payroll Processing team when necessary. * Researches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk to reach a resolution in a timely manner. * Professionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management system. * Multi-tasks through various databases/applications in order to troubleshoot the customer¿s issue or inquiry in a timely manner. * Research and triages incoming issues determining the appropriate method of tracking within multiple modules of our Case Management system (incident, request, problem or iTask). * Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvement. * Responsible for monitoring software interfaces that indicate the status of key Enterprise production services and products. * Provides proactive/reactive communications and diagnostic information related to networks, services, servers, urgent/production down, and/or business interruption events. * Works closely in collaboration with third party vendors communicating information regarding service interruptions and/or outages to USG end-users. * Recognizes and promptly escalates issues deemed urgent or critical in adherence to USG Service Level Guidelines. * Logs, tracks, updates, and resolves network abuse incidences. * Identifies trends and/or challenges and provides recommendations to Service Desk Management and other supported areas promoting continuous process improvement. * Provides customer support via virtual chat and live agent platform, ensuring prompt and efficient service delivery. * Adheres to an assigned work schedule to ensure adequate Service Desk coverage. * Cross-trains with other departments in order to understand and resolve complex requests and serve as back-up support as needed or during non-peak times. * Manages pre-business day checks to ensure all systems, sub-systems, applications, and servers are fully operational. In addition to the above, other duties may be assigned outside of the scope of this description., This position does not have any financial responsibilities. This position will not be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P-Card). This position will not travel This position does not require security clearance. ## Related Videos - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [How to Assess and Hire Talent: The Skills-Based Hiring Playbook for the AI Age](https://www.wearedevelopers.com/videos/1488-how-to-assess-and-hire-talent-the-skills-based-hiring-playbook-for-the-ai-age) - [Privacy-first in-browser Generative AI web apps: offline-ready, future-proof, standards-based](https://www.wearedevelopers.com/videos/1572-privacy-first-in-browser-generative-ai-web-apps-offline-ready-future-proof-standards-based) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)