Help Desk Support Tier 1

Help Desk Support Tier 1

Alpharetta, GA Contract (12Months)

Responsibilities:

• Provide first-level IT support for service desk requests and aim for first-contact resolution.
• Troubleshoot desktop, laptop, software, printer, mobile device, and network connectivity issues.
• Create, assign, track, and triage helpdesk tickets to ensure timely resolution.
• Support remote users, including VPN access and international teams.
• Install, configure, and maintain hardware, software, and mobile devices.
• Assist with Active Directory tasks (new hires, terminations, password resets, account unlocks, OU/group policy assignments).
• Maintain and repair PCs, laptops, printers, and monitors.
• Manage inventory of hardware, software, and supplies, support development of standards.
• Provide user training on basic IT functions and remote access.
• Document procedures and follow customer service guidelines.
• Participate in rotating on-call schedule and assist with special IT projects.

Required Skills & Knowledge:

• 1–3 years of help desk or first-level IT support experience.
• Strong troubleshooting and customer service skills.
• Basic understanding of LAN/WAN, client/server architecture, and connectivity issues.
• Experience with ticketing systems, remote tools, Microsoft applications, VPN clients, and mobile device support.
• Ability to work independently, communicate clearly, and collaborate with teams.
• Certifications (A+, Network+, CCNA, a plus)

Education

• High school diploma required; vocational training or CIS /MIS degree preferred.