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  • Atlanta, GA 30328

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Service Desk Tech Support Analyst

Serta Simmons Bedding • Atlanta, GA

Posted 9 days ago

Job Snapshot

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Customer Service


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Job Description

Reports To: Service Desk Supervisor


Responsible for the day-to-day support of technical operations at all Serta Simmons locations. Provides a high-level of support to ensures tickets, calls and emails are clearly documented & tracked, manages dispatches with third-party vendors, follows up on unresolved tickets, calls and emails, identifies trends of incoming issues for appropriate escalation.


Provide technical support and service of desktop systems and software, including PC, laptops, MAC, printers, VOIP and digital phones, mobile devices, user account administration and remote connectivity

Act as Technical Support Services point of contact for remote office locations

Work with vendors to troubleshoot and resolve hardware and software issues

Provide friendly, courteous and helpful service to all customers

Work closely with team members to ensure that service and trouble requests are addressed in a manner that meets service level agreements and business goals and objectives

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries by phone, email or through the ticketing system.

Remotely install, modify, and repair IT hardware and software.

Resolve technical problems with networks and other systems.

Follow up with customers to ensure issues have been resolved.

Meet and exceed team performance metrics.

Position Qualifications:

Proficiency in front office applications and hardware, desktop operating systems (Windows), Active Directory user maintenance, mobile messaging devices and system administration, DNS and DHCP technology platforms and systems

Able to effectively communicate technical concepts in common terms

Administrative and organizational skills, including attention to detail

Able to build teams and function well within a cohesive team environment

Manage multiple tasks and deadlines in a fast-paced environment


3+ years experience in management of networks and systems

Bachelors degree or equivalent work experience

Technology and industry training or certification a plus (Cisco, Microsoft, VM, Storage, VOIP, Security, etc.)

Job Factors/Work Environment:

Up to 25% travel, some travel with short notice

On call 24/7 on a rotational basis

Work is primarily sedentary in nature

This job description is not intended to be an exhaustive list of all duties or responsibilities associated with the job. Other job-related duties may be assigned.

An Affirmative Action Equal Opportunity Employer, M/F/D/V Drug-Free Working Environment



Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job ID: 5000292013910
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