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# Help Desk/Service Desk 3 4P/926

- **Company:** 4P Consulting Inc.
- **Location:** Mountain Brook, AL, United States
- **Experience:** Expert
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Artificial Intelligence, System Configuration, Knowledge Management, Network Configuration and Change Management, Network Connections, Wide Area Networks, Computer Equipment, Information Technology
- **Published:** November 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b2eac1fe44971c65

## About the Role

* 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.

## Description

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.