Service Desk Analyst II-III

Deliver Exceptional IT Support That Keeps Our Business Running Georgia System Operations Corporation (GSOC) is seeking a Service Desk Analyst II-III to provide timely, professional, and customer-focused technical support to associates across the Family of Companies. This role serves as a primary point of contact for hardware, software, mobile device, printer, remote access, and end-user technology support while helping associates use technology effectively and productively. As a Service Desk Analyst, you will diagnose and resolve technical issues, document service activity, coordinate escalations, deploy and support equipment, and serve as a trusted technology resource for onsite and remote users. This opportunity is ideal for a customer-focused technology professional who enjoys troubleshooting, helping others, learning new technologies, and delivering dependable service in a fast-paced environment. Candidates may be considered at Level II or III based on experience and demonstrated technical capability. What You'll Do As a Service Desk Analyst II-III, you will support a positive end-user experience by resolving technology issues, maintaining accurate service records, and coordinating solutions across the IT organization. You Will Identify, analyze, troubleshoot, and resolve hardware and software issues for onsite and remote users with a high degree of customer service, technical expertise, and timeliness. Provide first- and second-level support and perform more advanced troubleshooting based on experience and issue complexity. Maintain ownership of customer issues through resolution, including communication, follow-up, escalation, and coordination with internal IT teams. Document incidents, requests, troubleshooting steps, and resolution details in the ticket management system according to established standards. Prioritize support based on impact, urgency, service-level expectations, priority codes, and date of receipt. Manage call queues, update resolution descriptions, and elevate tickets when appropriate. Use knowledge resources, ticket history, vendor resources, and diagnostic tools to identify recurring issues and improve problem prevention and resolution. Configure and support remote access technologies, virtual desktop environments, VPN solutions, access tokens, network drive mappings, and related connectivity tools. Support, deploy, image, re-image, configure, troubleshoot, and maintain desktops, laptops, mobile devices, printers, peripherals, and related technologies. Support iPhones, iPads, and other mobile devices, including configuration, deployment, troubleshooting, standards, process documentation, and user training. Assist users with conference and presentation equipment, laptops, projectors, and related checkout and tracking processes. Support technology-related office moves, workstation setups, equipment transfers, and deployment activities. Assist with asset tracking, receiving procedures, equipment records, lifecycle support, and inventory-related activities. Analyze, evaluate, implement, and maintain hardware and software products for the end-user computing environment. Develop, edit, and maintain technical procedures, support documentation, and knowledge-base content. Provide clear guidance and training to end users on supported hardware, software, mobile devices, remote access, and related tools. Deliver consistent quality assurance and contribute to customer-service, response-time, and first-contact-resolution goals. At Level III, This Role May Also Provide advanced technical expertise across multiple levels of support and serve as a problem or incident owner for complex customer issues. Use external technical resources and vendor support, such as Microsoft or Dell, to resolve issues that require specialized expertise. Develop support methods, standards, and processes that improve hardware, software, remote access, mobile device, printer, and service-delivery outcomes. Provide guidance to other support team members and help strengthen consistent troubleshooting, documentation, escalation, and customer-service practices. What You Bring Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. An equivalent combination of education and directly related experience may be considered. Service Desk Analyst II: Ideally, 3+ years of experience in computer systems, IT support, or technical service delivery within a multiplatform environment. Service Desk Analyst III: Ideally, 5+ years of experience in computer systems, IT support, or technical service delivery within a multiplatform environment. Broad desktop, network, telecommunications, hardware, software, peripheral, mobile device, and remote-access troubleshooting knowledge. Experience supporting Microsoft Windows, Microsoft Office applications, PC configurations, remote diagnostic tools, endpoint security issues, and client applications. Strong customer-service orientation with excellent written, verbal, interpersonal, and grammar skills. Strong problem-solving skills and the ability to organize, coordinate, and prioritize multiple tasks. Ability to work independently while maintaining a responsive, customer-driven approach. Ability to explain technical concepts clearly and train users on supported hardware and software tools. Ability to lift and carry up to 50 pounds of computer equipment or components. End-User Technology Support Experience supporting Microsoft Windows environments, Microsoft Office applications, remote support tools, mobile devices, printers, peripherals, and endpoint technologies. Experience imaging, configuring, deploying, refreshing, and replacing end-user computing equipment. Experience supporting workstation setups, conference or presentation equipment, and technology-related office moves. Service Desk Operations Experience using ticket management systems to enter calls, manage queues, document resolutions, track status, and coordinate escalations. Experience prioritizing support according to impact, urgency, service levels, and established procedures. Experience creating technical procedures, support documentation, and knowledge-base content. Remote Access, Mobile & Infrastructure Support Experience supporting remote access, VPN, virtual desktop, token-based access, network connectivity, and drive-mapping solutions. Experience supporting and deploying iPhones, iPads, or other mobile devices and training end users. Experience working with vendor resources, endpoint hardware providers, or internal infrastructure and application teams to resolve complex issues. Certifications CompTIA A+ certification is preferred for Level III. Additional Microsoft, endpoint management, desktop support, or IT service management certifications are a plus. Leveling Overview Service Desk Analyst II - Experienced support professional providing first- and second-level assistance, ticket management, endpoint support, remote access support, documentation, equipment deployment, and customer training. Service Desk Analyst III - Advanced support professional providing broader technical expertise, complex incident ownership, vendor-supported troubleshooting, process development, and guidance that extends beyond routine first- and second-level support. Advantages of Working at GSOC Working at GSOC means more than just a job--it's an opportunity to contribute to work that truly matters. Mission-Driven Impact Your work helps ensure associates across the Family of Companies have the technology, tools, and support needed to perform their responsibilities and support mission-critical operations. Technology & Customer Service Excellence Serve as a trusted technology resource while supporting a broad range of devices, applications, connectivity tools, and business technologies used across the organization. Strong Values and Professional Standards Work in an environment grounded in accountability, collaboration, integrity, and continuous improvement where customer service, responsiveness, quality, documentation, and professionalism are core priorities. Work Environment & Benefits GSOC offers a professional, collaborative work environment with competitive compensation, comprehensive benefits, and a commitment to creating a respectful and inclusive workplace. Benefits include, but are not limited to: Medical, Dental, Vision, 401(k) Match, Parental Leave, Educational Assistance, Annual Performance Bonus, Paid Time Off, and Volunteer Time Off. This role is primarily office-based. Some overtime or non-standard hours may be required to support associates working outside standard business hours, technology deployments, or business needs. Why Join GSOC At GSOC, you'll help deliver reliable technology services that support associates, business operations, and organizational success across the Family of Companies. You'll collaborate with skilled technology professionals while developing your technical expertise, customer-service capabilities, and career in a mission-driven environment focused on service excellence and continuous improvement. GSOC does not accept unsolicited resumes or candidate submissions from staffing agencies, search firms, or third-party recruiters. Any unsolicited resumes submitted without a valid, executed agreement will become the property of GSOC, and no placement fee will be paid. Georgia System Operations Corporation is an Equal Employment Opportunity Employer, including veterans and disabled. We are a drug-free workplace. All applicants are subject to substance abuse testing. Salary: $77000 - $114000 per year #J-18808-Ljbffr Georgia System Operations Corporation