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IT Service Desk Technician

Nleague Services Inc

Atlanta, Georgia

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JOB DETAILS
SALARY
$27–$28 Per Hour
JOB TYPE
Full-time
SKILLS
2nd Level Support, Analysis Skills, Asset Management, Asset Management Software, Authentication, Best Practices, Business Solutions, Cloud Computing, Communication Skills, Computer Maintenance, Computer Science, Computer Workstations, Customer Support/Service, Desktop PC, Document Scanners, Documentation, Enterprise Applications, Equipment Replacement, Establish Priorities, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Inventory Management, Inventory Reports, Knowledge Management, Laptop PC, Licensing, Local Government, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Applications, Multitasking, Network Connectivity, Onboarding, Organizational Skills, Peripheral Hardware, Printers, Printing, Problem Solving Skills, Quality Management, Quality Monitoring, Reconciliation, Service Level Agreement (SLA), ServiceNow, Software Administration, State Government, Technical Support, Telecommunications, Time Management, VPN (Virtual Private Network), Web Browsers, Webcams
LOCATION
Atlanta, Georgia
POSTED
Today
IT Service Desk TechnicianThe IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.LOCAL CANDIDATES ONLY - Selected candidates will be expected to work onsite when required. Essential Duties and Responsibilities:Customer Support• Serve as the first point of contact for IT incidents, service requests, and technical inquiries.• Provide remote, phone, email, chat, and desk-side technical support to end users.• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.• Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).Incident, Request & Problem Management• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.• Monitor ticket queues and ensure timely follow-up and closure.Endpoint & Device Support• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.• Support printers, scanners, webcams, docking stations, and other peripheral devices.• Perform workstation moves, adds, changes, and equipment replacements.Identity & Access Management• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.• Assist with onboarding, offboarding, and access provisioning activities.Microsoft 365 Support• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.• Assist users with collaboration tools and cloud-based productivity applications.• Troubleshoot synchronization, licensing, and authentication issues.Hardware Asset Management• Receive, inventory, assign, track, and recover IT assets.• Maintain accurate hardware inventory records within ServiceNow Asset Management.• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.• Assist with inventory audits and asset reconciliation.Collaboration• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.Minimum QualificationsHigh School Diploma or GED.Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.ORAssociate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.PreferredBachelor's degree in Information Technology, Computer Science, Information Systems, or related field.Experience supporting state or local government environments.Preferred Technical ExperienceMicrosoft Windows 11Microsoft 365Microsoft TeamsMicrosoft OutlookMicrosoft Entra ID (Azure AD)Active DirectoryMicrosoft IntuneWindows AutopilotServiceNowCisco WebexVPN technologiesMultifactor Authentication (MFA)Network printersHybrid cloud environmentsHardware Asset Management (HAM)Basic Software Asset Management (SAM)Knowledge, Skills, and AbilitiesStrong customer service and communication skills.Excellent troubleshooting and analytical skills.Ability to diagnose hardware, software, and network issues.Ability to prioritize multiple tasks in a fast-paced environment.Strong documentation and organizational skills.Ability to explain technical concepts to non-technical users.Ability to work independently and collaboratively within a team.Knowledge of ITIL service management principles.

About the Company

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Nleague Services Inc