Job Duties and Responsibilities
- Serve as the primary escalation point for incoming queries and technical issues.
- Manage and assign projects and tasks to team members as appropriate.
- Advise, collaborate, and assist business units with system enhancements and modifications.
- Provide technical assistance and support for systems, networking, phone systems, A/V equipment, software (e.g., Windows 10, MS Office, browsers), and hardware.
- Deliver user support via phone, in-person, and remote tools.
- Respond to user requests promptly, ensuring customer satisfaction and issue resolution with appropriate follow-up.
- Assist users with information security and privacy-related questions; guide users on the correct actions.
- Support telecommunication devices and services; assist users on vendor wireless networks and telephony.
- Distribute and review user equipment as required; update asset inventory systems and ensure all equipment is clean, up-to-date, and operational.
- Install and assist with laptops, desktops, printers, scanners, mobile devices, landlines, networks, and peripherals.
- Troubleshoot end-user issues including desktop, network, and printing problems.
- Train users on IT hardware and software (e.g., laptops, login, email).
- Create support documentation and user instructions.
- Prioritize and manage multiple tasks to ensure timely incident resolution.
- Work in a team environment, managing IT and Telecom tickets, and communicate effectively with agency personnel beyond basic instruction exchange.
Skills and Qualifications
- 2–3 years minimum of hands-on IT technical support experience.
- Strong expertise in installing, configuring, replacing, and supporting network infrastructure including servers, Windows/Mac workstations, switches, routers, cabling, and VoIP systems.
- Proficiency in Windows 10, MS Office 365, Active Directory, SCCM, GPOs, enterprise anti-virus tools, helpdesk ticketing systems, and Azure.
- Experience imaging laptops (Windows 10 versions 20H2, 21H2), Cisco networking, and desktop applications.
- Knowledge of mobile device management (iOS/Android), enterprise encryption, and Windows PC/laptop management.
- Availability for off-hours/weekend support as needed.
- Experience with installation and support of network printers and audio/visual systems.
- Effective use of ticketing systems like ServiceNow or Salesforce is strongly preferred.
- Detail-oriented with strong troubleshooting, incident resolution, and documentation abilities.
- Excellent time management, team leadership, and mentoring skills.
- Outstanding customer service and communication skills.
- Provide day-to-day local and remote desktop support; answer calls, troubleshoot issues, and document solutions in the ticketing system.
- Deliver fault analysis and support for operating systems, platforms, and approved desktop applications.
Job Type: Contract
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Application Question(s):
- Willing to atten in-person interview?
Location:
- Atlanta, GA 30334 (Required)
Work Location: In person