Technical Support Representative (Tier 1 Helpdesk)

Location: Atlanta, GA (near Perimeter Mall)
Team Operating Hours:

Monday-Saturday: 9:30 AM - 10:00 PM EST
Sunday: 12:00 PM - 8:30 PM EST

A company in Atlanta, GA is seeking Technical Support Representatives to join its Tier 1 Helpdesk team. This role is responsible for providing first-level technical support and troubleshooting for internal retail locations and sales representatives. The position is fully phone-based and supports PCs, Windows operating systems, point-of-sale (POS) systems, and basic network connectivity.

Key Responsibilities

Provide Tier 1 technical support via phone for retail store personnel and internal sales representatives (not end customers)
Troubleshoot hardware, software, and connectivity issues related to:

PCs and Windows operating systems
POS hardware and software
IT networks, including routers and modems

Support telecom porting and portability requests, including wireless number transfers between carriers (training provided)
Accurately document all incidents, troubleshooting steps, and resolutions within ServiceNow
Escalate unresolved or complex issues to Tier 2 support as appropriate
Maintain a professional, customer-focused approach while assisting u with varying technical skill levels
Perform additional duties as assigned

Work Environment

100% phone-based support role
Fast-paced helpdesk environment supporting multiple retail locations
Collaboration with Tier 2 support teams for advanced issue resolution

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience

Previous helpdesk or technical support experience, ideally within a call center environment
Excellent verbal communication skills, with the ability to provide clear, calm, and effective phone-based troubleshooting support
Strong written communication skills, including accurate and detailed documentation of incidents and resolutions within a ticketing system (e.g., ServiceNow)
Demonstrated ability to clearly explain technical issues and solutions to non-technical u
Proven PC support experience, including basic networking concepts such as guiding u through obtaining an IP address
Strong attention to detail with a focus on thorough and accurate ticket documentation
Customer-focused mindset with a friendly, professional demeanor and a high level of patience
High degree of reliability and dependability; consistent attendance and punctuality are required, particularly during the initial training and onboarding period
Willingness and ability to work any scheduled shift during the team's operating hours:

Monday-Saturday: 9:30 AM - 10:00 PM EST
Sunday: 12:00 PM - 8:30 PM EST


Nice to Have Skills & Experience

POS helpdesk experience
Telecom Porting experience
CheckPoint Firewall experience
Networking troubleshooting experience
Spanish speaker
Experience with remote in tools like TeamViewer

Contract/Contract-to-Hire Roles:
Compensation:
$17/hr to $18/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.