Description

You will provide first-line service desk support to schools and administrative locations in Atlanta.

Responsibilities

• Manage incoming calls via telephone systems and attempt first-contact resolution within SLAs.
• Log incidents and service requests, documenting all work and asset updates in the ticketing system.
• Escalate complex issues to Level 2 or 3 support and track them to closure.
• Connect remotely to user computers to diagnose and resolve technical issues.
• Perform proactive support, including verifying antivirus installation and running routine scans.

Required Skills

• Minimum 3 years of experience in service desk support.
• Proven experience providing direct technical support to users.
• Proficiency in network and wireless support.
• Strong English oral and written communication skills.
• Ability to maintain professional customer service under pressure.
• Must pass a fingerprint background check and maintain a clean criminal record.
• Authorized to work in the United States.
• Ability to work on-site in Atlanta during assigned shifts between 7am and 5pm.

Preferred Skills

• ITIL experience or certification.
• Microsoft Windows certification.
• A+ Certification or prior experience as a desk side support analyst.

Key Skills

Education

Any Graduate