Information Technology Help Desk

Position: IT Help Desk

Location: 5420 Peachtree Industrial Blvd, Norcross, GA 30071

Work Mode: Onsite

Employment Type: Contract

Job Summary:

We are seeking a skilled and customer-focused Technical Support Specialist to provide high-quality technical assistance in a fast-paced help desk/call center environment. The ideal candidate will be responsible for handling inbound technical support requests, troubleshooting software and hardware issues, documenting resolutions, and delivering exceptional customer service.

This role requires strong analytical thinking, effective communication skills, and the ability to collaborate with internal support and development teams to ensure timely and accurate issue resolution.

Performance Metrics:

Success in this role will be measured through:

• Number of calls handled per hour
• Percentage of escalated calls
• Not-ready percentage
• Ability to meet quality call requirements
• Average call handling time
• Team Customer Satisfaction (CSAT) Score
• Team Service Level performance

Key Responsibilities:

Technical Support & Troubleshooting

• Respond to inbound technical support inquiries from customers.
• Diagnose and troubleshoot software, hardware, and connectivity issues.
• Provide effective solutions and confirm issue resolution before ending customer interactions.

Escalation & Collaboration

• Escalate unresolved issues to Support Analyst II or Development teams when required.
• Collaborate with internal teams to identify root causes and implement workarounds or permanent fixes.

Documentation & Knowledge Management

• Document fixes, workarounds, troubleshooting steps, and resolutions accurately.
• Create and maintain knowledge base articles to improve support efficiency and future issue resolution.

Software Defect Management

• Identify and document software defects thoroughly, including troubleshooting and root cause analysis.
• Route incidents appropriately for defect tracking and development resolution.

Customer Experience Management

• Deliver outstanding customer service through professional communication and issue de-escalation.
• Educate customers on proper software and hardware usage.
• Advocate for customer concerns and ensure timely follow-up and resolution.

Incident & Ticket Management

• Maintain ownership of customer incidents from initiation through resolution.
• Accurately document tickets, assign urgency levels, categorize incidents, and keep stakeholders informed.
• Ensure compliance with ticket and call management procedures.

Continuous Improvement

• Follow quality assurance standards and contribute to improving support processes.
• Strive for first-call resolution and complete case ownership.

Vendor Coordination

• Coordinate and dispatch hardware-related issues to the appropriate vendors when necessary.

Additional Duties

• Assist customers with “How-To” inquiries.
• Perform additional responsibilities as assigned.

Qualifications:

Education

• Bachelor’s degree or equivalent work experience required.
• Minimum 4 years of experience in a help desk or call center environment.
• HDI Certification (Customer Service, Support Center Analyst, or Desktop Support Technician) preferred.
• ITIL Foundations certification is a plus.

Experience:

Required:

• Minimum 1 year of experience using incident/problem tracking or service management software.
• Experience with SQL commands and database manipulation.
• Experience with automated call distributor (ACD) phone systems.
• Experience troubleshooting network and client connectivity issues.
• Familiarity with Active Directory and Microsoft Office/O365.
• Understanding of Knowledge-Centered Support (KCS) principles.

Preferred:

• Familiarity with Linux systems.

Skills & Competencies:

• Strong customer service and communication skills
• Excellent troubleshooting and root cause analysis abilities
• Strong conflict resolution and customer de-escalation skills
• Ability to explain technical concepts to users of varying technical backgrounds
• Strong analytical and problem-solving capabilities
• Excellent organizational and time management skills
• Self-motivated with the ability to work independently
• Strong attention to detail and process adherence
• Ability to multitask effectively in a fast-paced call center environment
• Proven ability to collaborate effectively within a team setting

Work Environment:

• Onsite role in a call center/help desk environment
• Requires handling high call volumes and multitasking across multiple support tickets
• Fast-paced, customer-focused support environment

Additional Information:

Work Schedule

• Adherence to attendance and scheduling policies is required.

Customer Satisfaction Focus

• Continuous commitment to improving customer satisfaction and service delivery standards.