Job Title : Help Desk Analyst 2

Duration: 3 Months

Location: 104 Marietta St. NE,STE 440 ,Atlanta Georgia, 30308

Essential Duties and Responsibilities:

Demonstrated experience with Service Desk application for managing IT requests

Demonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications

Serve as the first point of contact for end-users seeking technical support via phone, email, and/or chat channels. Ticket concerns will be IT in nature and related to systems, software, or hardware.

Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.

Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.

Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.

Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.

Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting

Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment

MS Office and Microsoft 365 troubleshooting experience

VPN remote access configuration & troubleshooting experience

Demonstrated experience troubleshooting infrastructure and network related issues

Coordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specifications

Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels

Familiar with SharePoint, Teams, and OneDrive.

Have a basic knowledge in Azure.

Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients

Ability to work independently with staff on process and simple software solutions.

Qualifications:

•Associate's degree in a related field from an accredited college or university

•OR Two years of experience at the lower-level Help Desk Analyst 1 or position equivalent.

•Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Job Type: Contract

Pay: $30.00 - $33.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Atlanta, GA 30308: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 6 years (Required)
• Microsoft 365 troubleshooting: 5 years (Required)
• Service Desk application for managing IT requests: 5 years (Required)
• Active Directory accounts: 5 years (Required)
• VPN remote access configuration & troubleshooting: 5 years (Required)

Work Location: In person

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