Position: Service Desk - L1
Location: Alpharetta, GA 30022 (HYBRID (Mon– Wed in office))
Job Overview
Key Responsibilities
- User Support: Answer incoming calls, chats, and emails from users needing tech help.
- Incident Management: Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
- Basic Troubleshooting: Fix common issues like password resets, printer connections, basic software installations, and VPN access.
- Escalation: Route complex or unresolved issues to appropriate Level 2/3 technical teams.
- Documentation: Record clear troubleshooting steps and update knowledge base articles.
Required Skills and Qualifications
- Communication: Clear verbal and written skills to explain fixes to non-technical users.
- Technical Basics: Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
- Experience: 2 to 4 years of experience in an IT support or customer service role.
- Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft equivalents.
- Work Style: Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.
If you're interested in learning more about this opportunity, please reply with your updated resume and the best time to reach you. I'd be happy to discuss the role and answer any questions you may have.
Pay: $17.00 - $18.00 per hour
Work Location: In person
