Help Desk/Service Desk 3 4P/926

We are seeking an experienced Help Desk / Service Desk Analyst III to provide frontline technical support for Southern Company Services.

This role is more than a traditional Help Desk position. The ideal candidate will combine strong technical troubleshooting, excellent customer service, independent decision-making, ownership of issues, and a continuous-improvement mindset . Increasing emphasis is also placed on the ability to work effectively with AI-enabled support tools and modern service-desk technologies .

The analyst will serve as a primary point of contact for business partners requiring issue resolution, service request fulfillment, and support for new events entering the Technology Service Desk.

Key Responsibilities

• Provide frontline technical support to business users in a 24x7 Service Desk environment.
• Troubleshoot hardware, software, network, access, and telecommunications issues.
• Resolve issues during the initial customer contact whenever possible.
• Take ownership of technical incidents from initial contact through resolution or escalation.
• Provide high-quality customer service while maintaining strong technical accuracy.
• Diagnose and resolve issues involving:
• PCs and desktop hardware
• Printers
• Phones and radios
• Windows operating systems
• Network connectivity
• LAN/WAN environments
• User access technologies
• Support service requests and technology-related events.
• Document incidents, troubleshooting steps, and resolutions accurately.
• Escalate complex issues to appropriate support teams when necessary.
• Make sound technical decisions with limited management direction.
• Manage multiple incidents and priorities simultaneously.
• Build and maintain effective relationships with IT teams and business users.
• Identify opportunities to improve Service Desk processes, troubleshooting practices, and customer experience.
• Leverage AI-enabled support tools and knowledge resources where appropriate.

• 5-10 years of technical support, Help Desk, Service Desk, desktop support, or related experience preferred.
• Strong technical troubleshooting and problem-solving skills.
• Demonstrated ability to take ownership of issues.
• Excellent customer-service skills.
• Ability to work independently and make decisions with limited guidance.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong understanding of IT infrastructure and telecommunications concepts.
• Experience supporting desktop hardware and software.
• Working knowledge of:
• Windows environments
• PC configurations
• Printers
• Phones and radios
• Network configurations
• LAN/WAN technology
• Access technologies
• Strong analytical and critical-thinking skills.

Preferred Qualifications

• Bachelor’s degree in a technology-related field.
• Experience supporting a 24x7 Service Desk or Network/Technology Operations environment.
• Experience with enterprise IT hardware and software configurations.
• Working knowledge of mainframe technology and associated applications.
• Knowledge of telecommunications terminology and transport technologies.
• Experience with Remedy Event Management or similar ITSM/event management platforms.
• Experience using AI-enabled technical support or knowledge-management tools.
• Experience driving continuous improvement within a Service Desk or technical support organization.