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Help Desk

Company: Applied Resource Group
Location: Alpharetta
Posted on: June 20, 2022

Job Description:

Help Desk Support Location: Alpharetta, GAUp to $60,000 (DOE)W2 Full Time Employment The Help Desk Support Technician position is responsible for the day to day break fix IT support to the HQ and remote user community and must possess a strong commitment to high-quality customer service and have a solid work ethic. The role will provide Tier 2 IT support, including diagnosing and troubleshooting PC hardware and software technical problems, to both local and remote users across the enterprise. The position will also involve coordinating with other support groups and being an integral part of the IT support and project implementation team that supports all sites in North America.This position will work on-site in the office located in Alpharetta.Responsibilities

  • Providing face-to-face, phone and online break fix support to the enterprise user community while also being a primary resource for IT project implementations such as cybersecurity and compliance
  • Maintain, troubleshoot, repair, and image desktop computers, laptops, and peripherals
  • Prepare and manage deployment of PC's, laptops, and printers while maintaining inventory on all hardware and software deployedResponsible for proactively looking for ways to improve the imaging, deployment, and security patching processes
  • Ensure all IT assets are documented, cataloged, and kept up-to-date in the CMDB tool
  • Interfacing with various vendors in support of the hardware and software systemsInstalling and maintaining proper software and application resources
  • Ensuring all support cases are dealt with in agreed service levels while maintaining satisfactorily ticket documentation within ITSM logging system
  • Provide global admin level support for all VOIP systems within the enterprise
  • Occasional travel to remote sites may be requiredQualifications
    • Proven experience at working problems quickly in high stress situations while maintaining composure and the ability to effectively communicate updates to leadership
    • Excellent communication skills, with the ability to communicate professionally and confidently at all levels with strong organizational skills and a solution-based, problem-solving mindset.
    • Experience supporting Enterprise-level organizations' PC support needs, along with some Executive Level/VIP support while being flexible, adaptable and able to meet tight deadlines.
    • Working understanding of Windows 10 & 11, Active Directory, and Microsoft Office 365 as well as Network Topologies - Ethernet, TCP/IP, Smart-Device technology - iPad, iPhone, Android etc.
    • Ensure support ticket statuses are communicated to relevant parties in a timely manner
    • Responsible for developing standards/processes and knowledge base documentation
    • Reasonable level of understanding ITIL and ITSM environment.

Keywords: Applied Resource Group, Alpharetta , Help Desk, Other , Alpharetta, Georgia

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