Help Desk Support Specialist 1

Position: Help Desk Support Specialist 1

Location: Atlanta GA 30334

Managing and triaging incidents and requests through ServiceNow providing daily support to both walkin and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.

Key Responsibilities:

Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.

User Interaction: Provide daily assistance to walkin users and remote users helping them assess and resolve their IT issues.

Answering Phones: Respond promptly to phone inquiries providing immediate support and resolving user issues or directing calls as necessary.

Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service ensuring a positive user experience.

ProblemSolving: Quickly identify troubleshoot and resolve technical issues escalating complex problems when necessary.

Documentation: Accurately document all incidents requests and resolutions in ServiceNow.

Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.

Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.

Work Schedule: Monday Friday Onsite

Qualifications:

Proven experience in a Service Desk or IT support role.

Required 2 years of technical support experience.

Proficiency in using ServiceNow for incident and request management.

Excellent communication and interpersonal skills.

Strong problemsolving abilities and technical troubleshooting skills.

Ability to work effectively in a highdemand environment with challenging users.

Commitment to maintaining a high level of customer satisfaction.

Preferred Qualifications:

Previous experience in a similar Service Desk or support and problem resolution role.

Technical Certifications preferred: Candidate should have one of the following certifications A Network or Security or a minimum 2 years of technical support skills on in a Service Desk role.

Familiarity with remote support tools and techniques