Job Title: Help Desk Specialist Location: Atlanta, GA 30334 Pay Rate: $36 - $38 per hour

We are seeking a skilled Help Desk Specialist to provide technical assistance and support to computer users. In this role, you will resolve issues related to computer hardware, software, and operating systems, both in-person and remotely. You'll be responsible for answering questions, troubleshooting problems, and coordinating with third-party vendors to provide comprehensive technical solutions.

Additionally, you will manage incident and change request tickets, ensuring timely resolution and escalations when necessary.

Key Responsibilities:

• Oversee daily performance and functionality of computer systems and applications.
• Provide technical support to users regarding software or hardware issues and resolve inquiries.
• Monitor ticket queues, assign tickets to the appropriate support teams, and escalate tickets that exceed SLA limits.
• Set up and configure equipment for employees, ensuring proper installation of operating systems and software.
• Perform minor repairs on hardware and peripheral equipment based on design specifications.
• Maintain records of technical support activities, including problem resolutions and installation actions.
• Diagnose and troubleshoot computer issues by referencing technical manuals or conducting user consultations.
• Refer significant hardware/software issues to third-party vendors when required.
• Develop training materials and assist in training employees on proper use of hardware and software.
• Collaborate with staff and management to identify system requirements or modifications.

Preferred Qualifications:

• 3+ years of experience as a Help Desk Technician.
• Strong knowledge in troubleshooting issues with Outlook, Microsoft Office, Windows 10, Active Directory, and COTS applications.
• Excellent communication and customer service skills.
• Ability to work effectively in a team and manage multiple tasks in a fast-paced environment.