Support Desk Specialist

The Support Desk Specialist provides first-line technical support to end users across the organization. This role is responsible for resolving hardware and software issues, supporting day-to-day IT operations, and ensuring employees have reliable access to systems, tools, and technology. The IT Support Specialist serves as a key point of contact for technical assistance and is focused on delivering timely resolutions and a high-quality user experience., * Provide Tier 1/Tier 2 support for desktops, laptops, mobile devices, and peripherals

• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN, and business applications
• Respond to, prioritize, and document support requests through the ticketing system
• Set up, configure, and deploy equipment and software for new and existing employees
• Support onboarding and offboarding processes, including account provisioning and access management
• Assist with troubleshooting basic network connectivity issues and escalate as needed
• Maintain IT asset inventory and track equipment lifecycle
• Perform routine system updates, patches, and preventative maintenance
• Provide end-user guidance and basic training on systems, tools, and best practices
• Partner with internal teams and external vendors to resolve escalated issues, * This will be an in office role based in Ball Ground GA
• Ability to lift and move IT equipment (up to 25-50 lbs)
• Occasional travel to other office or job site locations may be required

Do you have experience in Zendesk?, Do you have a High school diploma or GED?, * High school diploma or equivalent required; Associate’s or Bachelor’s degree in IT or related field preferred

• 2-4 years of experience in IT support, help desk, or desktop support

Additional Eligibility Qualifications:

• Experience with Microsoft 365 and Windows environments
• Working knowledge of Active Directory (user accounts, permissions, group policies)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic understanding of networking (TCP/IP, DNS, DHCP)

Competencies Required:

• Strong problem-solving and troubleshooting skills
• Customer-focused with clear, professional communication
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and documentation skills
• Collaborative team player with the ability to work independently
• Adaptable and eager to learn new technologies