Applied Technical Services (Georgia)
Location
Marietta, GA | United States
Job description
Tier 1 IT Helpdesk Associate
Job Details
Job Location
ABEL SOLUTIONS MARIETTA - MAREITTA, GA
Description
The Tier 1 – Helpdesk Associate is responsible for providing first-level support for end-user technical issues on PCs and mobile devices, as well as identifying issues related to other IT infrastructure and services and escalating them as needed. They will use a combination of our internal knowledge base, internet searches, and direction from senior staff to resolve issues and meet service levels. Additionally, the Tier 1 – Helpdesk Associate will work with senior staff on hardware and software deployments and other projects as needed.
NOTE:The successful candidate for this position will have access to information subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”) and/or U.S. Export Administration Regulations (“EAR”). Based on the sensitivity of this information, the successful candidate must be a U.S. Person, as defined by ITAR, or, in the event the applicant is not a U.S. Person, be eligible for export licenses to be obtained from the Department of State, Directorate of Defense Trade Controls (“DDTC”) on a per-project basis to access ITAR and EAR controlled data and information. A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. Company may choose not to apply for such license at its discretion due to federal approval timing considerations.
Position Location
Marietta, GA
Important: Please note that only local applicants will be considered for this position. Candidates must reside within commuting distance of Marietta, Georgia or be willing to relocate at their own expense. Applications from candidates who do not meet this criterion will not be considered.
Job Responsibilities
Job Responsibilities
Ticket Support
Respond to support requests as scheduled by the service desk manager.
Resolve or escalate customer support issues to meet service levels.
Identify trends in issues and incidents to improve service delivery.
Assist senior staff with hardware/software deployments and other projects.
Deliver first-class customer service to meet customer satisfaction metrics.
Continuous Process Improvement
Other Responsibilities/Expectations
Attend company functions, including company meetings, community service events, and social events (e.g., happy hours) as an example for other employees and to cultivate team building.
Seek out opportunities for professional skills advancement through classes, seminars, webinars, events, self-study, etc.
Assist the Abel Solutions leadership with other activities and tasks as assigned.
Experience Requirements
Skill Requirements
Working towards or has achieved entry-level IT certification.
Possess professional, effective written and oral communication/presentation skills.
Persistence and willingness to learn and adapt.
Maintain a professional appearance and work ethic with prospects at all times.
Capacity to multi-task, excellent organizational skills, and attention to detail.
Familiarity with Windows operating systems and general networking concepts and equipment (IP Address, routing, etc.).
Proficient in the use of Microsoft Office products (e.g., Office 365, SharePoint, Teams, etc.).
Job tags
Salary
