Service Desk Technician (Ref: 18542)

Position: Service Desk Technician (Ref: 18542)
Location: Atlanta, GA United States, 30329
Salary: $27.50/hr.
Duration: 11 Months 7 Days - Contract
Openings: 1
Deadline: 07/30/2026
Description:
Location: Atlanta, GA (Hybrid)
Schedule: Monday Friday, 8 Hours/Day

We are seeking a proactive and customer-focused IT Service Desk Technician to provide first- and second-level technical support across our organization. In this role, you will serve as the primary point of contact for end-user IT inquiries diagnosing, troubleshooting, and resolving hardware, software, network, and application issues.

This is a hybrid role based in the Atlanta area, supporting end-user endpoint devices, Microsoft 365 services, identity and access management, asset lifecycle management, and enterprise business applications.

Key Responsibilities
Customer Support: Serve as the initial contact for IT incidents and service requests via phone, email, chat, and desk-side support. Deliver high-quality customer service while adhering to established Service Level Agreements (SLAs).
Incident & Request Management: Log, prioritize, categorize, and resolve tickets using enterprise ticketing software following ITIL best practices. Document troubleshooting steps, knowledge articles, and resolutions.
Endpoint & Device Support: Configure, image, deploy, and support Windows 11 laptops and desktops. Install and troubleshoot desktop software, VPN, browsers, and Microsoft 365 suite applications. Support peripherals such as printers, docking stations, webcams, and mobile devices.
Identity & Access Management: Create, update, and disable user accounts in Active Directory and cloud identity environments. Manage password resets, Multi-Factor Authentication (MFA), and user access provisioning/onboarding/offboarding.
Collaboration Tools & Cloud Services: Assist users with Microsoft 365 productivity and collaboration tools (Teams, Outlook, OneDrive, SharePoint Online) and troubleshoot authentication or licensing issues.
Hardware Asset Management: Inventory, track, assign, deploy, and recover hardware assets throughout their lifecycle. Assist with asset reconciliation and inventory audits.
Cross-Team Collaboration: Coordinate with infrastructure, cybersecurity, and engineering teams to escalate complex issues and support special IT rollout projects or hardware refreshes.

Minimum Qualifications
Education: High School Diploma or GED required. (Associate or bachelors degree in IT or Computer Science preferred.)
Experience:
o Minimum of 2 years of technical support experience in a Help Desk / Service Desk environment.
o OR an associate degree in IT/Computer Science plus 1 year of hands-on technical support experience.
Location: Must be local to the metro Atlanta area to work onsite as required.

Key Skills & Familiarity
Strong familiarity with Windows 11, Microsoft 365, Teams, Outlook, and Active Directory / Entra ID.
Experience with cloud endpoint management tools (e.g., Intune, Autopilot).
Hands-on experience with enterprise ticketing systems (e.g., ServiceNow) and remote troubleshooting tools.
Understanding network connectivity, VPNs, MFA, and networked printers.
Knowledge of standard ITIL service management concepts.
Excellent verbal/written communication and customer service skills with the ability to explain technical concepts to non-technical users.

Required / Desired Skills
Experience providing technical support in a Help Desk or Service Desk environment. Required - 2 Years
Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD) Required - 2 Years
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