Service Desk Technician

We are seeking a proactive and customer-focused IT Service Desk Technician to provide first- and second-level technical support across our organization. In this role, you will serve as the primary point of contact for end-user IT inquiries-diagnosing, troubleshooting, and resolving hardware, software, network, and application issues., * Customer Support: Serve as the initial contact for IT incidents and service requests via phone, email, chat, and desk-side support. Deliver high-quality customer service while adhering to established Service Level Agreements (SLAs).

• Incident & Request Management: Log, prioritize, categorize, and resolve tickets using enterprise ticketing software following ITIL best practices. Document troubleshooting steps, knowledge articles, and resolutions.
• Endpoint & Device Support: Configure, image, deploy, and support Windows 11 laptops and desktops. Install and troubleshoot desktop software, VPN, browsers, and Microsoft 365 suite applications. Support peripherals such as printers, docking stations, webcams, and mobile devices.
• Identity & Access Management: Create, update, and disable user accounts in Active Directory and cloud identity environments. Manage password resets, Multi-Factor Authentication (MFA), and user access provisioning/onboarding/offboarding.
• Collaboration Tools & Cloud Services: Assist users with Microsoft 365 productivity and collaboration tools (Teams, Outlook, OneDrive, SharePoint Online) and troubleshoot authentication or licensing issues.
• Hardware Asset Management: Inventory, track, assign, deploy, and recover hardware assets throughout their lifecycle. Assist with asset reconciliation and inventory audits.
• Cross-Team Collaboration: Coordinate with infrastructure, cybersecurity, and engineering teams to escalate complex issues and support special IT rollout projects or hardware refreshes.

• Education: High School Diploma or GED required. (Associate or bachelor's degree in IT or Computer Science preferred.)

• Experience: o Minimum of 2 years of technical support experience in a Help Desk / Service Desk environment. o OR an associate degree in IT/Computer Science plus 1 year of hands-on technical support experience.

• Location: Must be local to the metro Atlanta area to work onsite as required.

Key Skills & Familiarity

• Strong familiarity with Windows 11, Microsoft 365, Teams, Outlook, and Active Directory / Entra ID.
• Experience with cloud endpoint management tools (e.g., Intune, Autopilot).
• Hands-on experience with enterprise ticketing systems (e.g., ServiceNow) and remote troubleshooting tools.
• Understanding network connectivity, VPNs, MFA, and networked printers.
• Knowledge of standard ITIL service management concepts.
• Excellent verbal/written communication and customer service skills with the ability to explain technical concepts to non-technical users., * Experience providing technical support in a Help Desk or Service Desk environment. (Required 2 Years)
• Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD) (Required 2 Years)