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IT Service Desk Technician

Ubertal Inc

Atlanta, GA

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JOB DETAILS
SALARY
$27.50
SKILLS
2nd Level Support, Asset Management, Asset Management Software, Authentication, Best Practices, Cisco Network Systems, Communication Skills, Computer Science, Customer Support/Service, Desktop PC, Document Scanners, Establish Priorities, Help Desk, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Laptop PC, Local Government, Maintenance Services, Microsoft Access Database, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Organizational Skills, Peripheral Hardware, Printers, Problem Solving Skills, ServiceNow, Shipping/Receiving, Software Administration, State Government, Technical Support, Technical Writing, Time Management, User Account Administration, VPN (Virtual Private Network), Web Browsers, WebEx, Webcams
LOCATION
Atlanta, GA
POSTED
1 day ago

Position Title: IT Service Desk Technician

Location: Atlanta, GA

Engagement Type: Contract

Work Mode: Hybrid

Duration: ~10 Months (08/24/2026 06/30/2027)

Interview Type: Webcam or In-Person

Role Overview

The IT Service Desk Technician provides first- and second-level technical support, serving as the primary point of contact for resolving hardware, software, network, and application issues. Operating in a hybrid IT environment, this role delivers end-to-end technical support for endpoint devices, Microsoft 365 services, identity management, and hardware asset lifecycle processes to ensure timely incident resolution and strong customer service.

Key Responsibilities

  • Provide primary Tier 1 and Tier 2 technical support via phone, email, chat, remote tools, and desk-side assistance.

  • Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow, adhering to ITIL best practices.

  • Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Windows Autopilot.

  • Install and troubleshoot desktop applications, Microsoft 365 tools, web browsers, VPN connections, and peripherals (printers, scanners, webcams, docking stations).

  • Manage user accounts, password resets, Multi-Factor Authentication (MFA), and access provisioning within Active Directory and Microsoft Entra ID (Azure AD).

  • Support core Microsoft 365 productivity tools, including Outlook, Teams, OneDrive, and SharePoint Online.

  • Execute hardware asset management tasks, including receiving, tracking inventory, deployment, replacement, and retirement within ServiceNow Asset Management.

  • Collaborate with infrastructure, cybersecurity, applications, and vendor teams to resolve complex issues and assist with IT rollouts and hardware refreshes.

Required Skills & Experience

  • High School Diploma or GED with at least 2 years of technical support experience in a Help Desk or Service Desk environment; OR an Associate degree in Information Technology/Computer Science with 1 year of experience.

  • Demonstrated hands-on experience troubleshooting hardware, software, network connectivity, and desktop applications.

  • Experience utilizing ticket management systems (e.g., ServiceNow) and following ITIL service management principles.

  • Strong troubleshooting, organizational, and technical documentation skills.

  • Excellent customer service and communication skills, with the ability to convey technical concepts to non-technical users.

Preferred Skills

  • Bachelor's degree in Information Technology, Computer Science, or a related field.

  • Prior experience providing IT support within state or local government environments.

  • Hands-on familiarity with Microsoft Windows 11, Microsoft 365 suite, Microsoft Entra ID (Azure AD), Active Directory, Microsoft Intune, and Windows Autopilot.

  • Exposure to Cisco Webex, VPN technologies, Multi-Factor Authentication (MFA), Hardware Asset Management (HAM), and basic Software Asset Management (SAM).

Additional Details

  • Work Schedule: Full-time hours (8 hours per day, 5 days per week).

  • Location Requirements: Candidates must be local to the metro Atlanta area to report onsite as required by the hybrid work model.

About the Company

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Ubertal Inc