243 Help Desk jobs in Midtown Atlanta

Job Responsibilities

• Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
• Provides technical assistance to both internal and external customers for tier one issues.
• This position requires handling a high volume of calls in a call center environment focused on customer service.
• Internal customer support involves troubleshooting hardware, software, and connectivity issues.
• The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
• External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses.
• The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS
• MUST have IT Help Desk Call Center experience
• Bilingual, Spanish highly preferred

• Receive and track onboard and off board requests; check the requests for completeness and accuracy
• Submit requests for new accounts using ServiceNow ticketing system.
• Submit request for setup and delivery of equipment and wireless devices.
• Coordinate with application teams for additional application access requests
• Track progress of requests to completion and escalate to vendors and management as needed.
• Review accounts for accuracy of provision or deprovision based on requests
• Test new accounts upon creation for successful login to equipment, network, home drives, office 365 email, and remote VPN
• Confirm onboard accounts are assigned group memberships, network drives, and ServiceNow profiles as requested
• Verify group memberships, network drives, and ServiceNow profiles are disabled for off boards
• Communicate status of processed onboard or off board requests to hiring managers
• Resolve requests within SLA while providing the highest level of customer service
• Display a consistent understanding of compliance to assist in high priority escalations and requests

• Associate degree in a related field OR minimum 2+ years of help desk support
• One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.)
• Minimum 2+ years proven experience working effectively with a diverse team in highly visible, fast-paced and changing environment with occasional aggressive timelines
• Minimum 2+ years proficiency with excel spreadsheets, including formulas and reporting
• Detail oriented with the ability to work independently
• Excellent oral, written, and interpersonal communication
• Experience in performing well under pressure
• Capable of working competently with personnel at multiple levels of the organization
• Experience with ServiceNow or Okta is a plus
• Must have work authorization that allows candidate to work in the United States

• Associate degree in a related field
• Experience with excel spreadsheets, including formulas and reporting
• Experience with O365 Pro Plus core applications
• Experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.).
• Excellent oral, written, and interpersonal communication
• Experience with Helpdesk support.

• Oversee the daily performance of computer systems and applications.
• nswer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Experience performing as Helpdesk Technician with handson knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• nswer user inquiries regarding computer software or hardware operation to resolve problems.
• Bilingual - Spanish
• Call Center exp

• Provides technical assistance to both internal and external customers for tier one issues.
• This position requires handling a high volume of calls in a call center environment focused on customer service.
• Internal customer support involves troubleshooting hardware, software, and connectivity issues.
• The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
• External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses.
• The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college

• Knowledge of Apple iOS

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Bilingual - Spanish
• Call Center exp

Job Title: Helpdesk Analyst

Location: Norcross, Georgia

Company: Milner Technologies

Job Overview:

Milner is seeking a dedicated and skilled Helpdesk Analyst to join our team. This role is pivotal in providing exceptional customer service and technical support for our proprietary document management solution. The ideal candidate will have a strong background in troubleshooting Microsoft Server operating systems and possess a passion for learning and adapting to new technologies.

Key Responsibilities:

• Provide technical support and customer service for Milner's document management software.
• Diagnose and troubleshoot software and hardware issues effectively.
• Manage and prioritize multiple technical tasks while maintaining attention to detail.
• Document and track issues using our ConnectWise helpdesk software.
• Collaborate with team members to resolve complex technical problems.
• Stay updated on software Upgrades and enhancements, adapting quickly to new systems and processes.

• Minimum of 1+ years of Helpdesk training and experience.
• Proficient in troubleshooting Microsoft Server operating systems.
• Strong communication and organizational skills, with a high level of professionalism.
• Ability to handle multiple tasks in a fast-paced environment.
• Detail-oriented with a keen ability to diagnose issues.
• Certification as a Professional (preferred).

• Eagerness to learn and improve through on-the-job training.
• Comfortable with constant changes and updates in software.
• A proactive approach to problem-solving and customer service.

• Oversee the daily performance of computer systems and applications.
• nswer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

• 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS

• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Experience performing as Helpdesk Technician with handson knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• nswer user inquiries regarding computer software or hardware operation to resolve problems.
• Bilingual - Spanish
• Call Center exp

• Receive and track onboard and off board requests; check the requests for completeness and accuracy
• Submit requests for new accounts using ServiceNow ticketing system.
• Submit request for setup and delivery of equipment and wireless devices.
• Coordinate with application teams for additional application access requests
• Track progress of requests to completion and escalate to vendors and management as needed.
• Review accounts for accuracy of provision or deprovision based on requests
• Test new accounts upon creation for successful login to equipment, network, home drives, office 365 email, and remote VPN
• Confirm onboard accounts are assigned group memberships, network drives, and ServiceNow profiles as requested
• Verify group memberships, network drives, and ServiceNow profiles are disabled for off boards
• Communicate status of processed onboard or off board requests to hiring managers
• Resolve requests within SLA while providing the highest level of customer service
• Display a consistent understanding of compliance to assist in high priority escalations and requests

• Associate degree in a related field OR minimum 2+ years of help desk support
• One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.)
• Minimum 2+ years proven experience working effectively with a diverse team in highly visible, fast-paced and changing environment with occasional aggressive timelines
• Minimum 2+ years proficiency with excel spreadsheets, including formulas and reporting
• Detail oriented with the ability to work independently
• Excellent oral, written, and interpersonal communication
• Experience in performing well under pressure
• Capable of working competently with personnel at multiple levels of the organization
• Experience with ServiceNow or Okta is a plus
• Must have work authorization that allows candidate to work in the United States

• Associate degree in a related field
• Experience with excel spreadsheets, including formulas and reporting
• Experience with O365 Pro Plus core applications
• Experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.).
• Excellent oral, written, and interpersonal communication
• Experience with Helpdesk support.

• The Help Desk Technician 2 is responsible for providing first level support to monitor Primerica IT Enterprise Infrastructure and Applications for both Employees and Agents.
• This position requires intermediate IT technology, System Administration, Application, or IT Computer support knowledge.
• The Technician is required to monitor Service Requests, answer employee emails / calls to the Network Operations Center (NOC), and create the ticket to track the requested assistance.
• Following a triage process is essential to ensure proper priority, escalation, and support team assignment is completed for each reported item.
• Ensure tickets are factually correct and quickly dispositioned to the correct team to minimize downtime impacts to employees and agents.
• Additionally, this role is accountable for ensuring all enterprise monitoring tools alerts are detected, triaged and escalated according to priority and impact of the alert.
• This is inclusive of all IT Layers: Enterprise, Infrastructure, Cloud, Services, & Application.
• Analysis of the monitoring alert and complete an impact assessment to apply the correct prioritization for the event is crucial.
• High impact incidents requires the technicians to professionally manage the communication channels to IT Leadership and Senior Business Stakeholders.
• Technicians also provide assistance and training for end-user support questions specific to Applications, PCs, Laptops, VPN, and general remote support.
• In response to system changes or triage activities, the Technician performs general system / application functional tests to ensure applications are healthy.

• Strong troubleshooting and problem-solving skills to resolve issues effectively and efficiently.
• Analytical thinking with the ability to manage multiple tasks and prioritize work based on urgency and impact.
• Exceptional Customer Service Skillset is essential to deliver world class support.
• Familiarity with Jira Service Management and experience with remote VPN Access.
• Proficiency in Windows and macOS operating systems. Intermediate knowledge of network, server management, and kubernetes
• Strong organizational and time management skills.
• Strong interpersonal skills.
• Familiarity with dashboard monitoring tools such as Dynatrace, Nagios, Solarwinds, ExtraHop, Selenium, Fiddler, Wireshark, Graylog, etc.
• Some college or relevant certification preferred

• Day one health, dental, and vision insurance
• 401(k) Plan with competitive employer match
• Vacation, sick, holiday and volunteer time off
• Life and disability insurance
• Flexible Spending Account & Health Savings Account
• Professional development
• Tuition reimbursement
• Company-sponsored social and philanthropy events

The Help Desk tier II role is to provide end user support and maintenance within the organization's desktop and store computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, registers, printers and scanners) to ensure optimal workstation and store performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

ESSENTIAL FUNCTIONS:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and Point of Sale systems via phone, e-mail, chat or on site.
Respond to queries either in person or over the phone.
Write training manuals and other technical documentation.
Train computer users and seasonal help desk staff.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to isolate resolve problems.
Provision, manage and troubleshoot Mobile devices such as iPhones, iPads and windows based tablets.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Document and track issues with incident management systems.
Maintain inventory and asset controls.

OTHER FUNCTIONS:
Returns non-working equipment.
May provide guidance/training on software for less experienced retail and corporate users.
Performs other departmental functions as directed and required.
Installs computer hardware and operating software at Corporate and retail stores.

KEY RESULT AREAS:
Dependability, behavior, adaptability, and interpersonal skills.
Ability to troubleshoot and correct faulty hardware and software.
Initiative, organization, quality and timeliness of problem resolution.
Ability to read, write, understand and produce technical documentation.
Ability to read, understand and manipulate network and desktop administration tools.
Ensure that computer systems for all stores and corporate associates are operating efficiently.
Active Directory and Exchange management and maintenance for access control and account creation.
Terminal Server management.

REQUIRED EXPERIENCE:
2 to 3 years help desk and desktop support experience in a Microsoft Domain environment.

EDUCATIONAL REQUIREMENTS:
Minimum of 2 years college level courses or 2 years of computer related work experience.

REQUIRED LICENSES, CERTIFICATES, OR KNOWLEDGE:
Working knowledge of Microsoft products both user facing and administrative.
Demonstrate analytical problem solving skills.
Demonstrated ability to work on assignments independently.
Planning and organizing skills.
Strong verbal, active listening and written communication skills.
In depth knowledge of hardware and software applications with preference for retail sales support.
In depth knowledge and understanding of computer operating systems in an Enterprise environment.
Familiarity with image process
Experience in working within a PCI or SOX environment.
A+Network+ or equivalent experience

WORKING CONDITIONS:
Rotating after hours and weekends
Occasional overtime work required throughout the year.
Heavy overtime work required at holiday periods.
Occasional out of state travel

SAFETY HAZARDS OF THE JOB:
Minimal hazards. General office working conditions.

BUDGETARY RESPONSIBILITY:
This position has no direct budget accountability. However, through performance of its essential job duties, the Help Desk Tier II can impact company costs and profitability.

REPORTS TO THIS POSITION:
The Help Desk Tier II position has no full-time positions reporting to it.
Mobile device support and management