Help Desk Support Specialist

Position Details

Location: Atlanta, GA

Work Arrangement: Onsite

About the Role

We are seeking an experienced Senior Help Desk Support Specialist to join our IT Infrastructure team. In this position, you will provide Tier I and Tier II technical support, both remotely and desk-side, to resolve computer hardware, software, and operational issues. You will be responsible for provisioning, configuring, maintaining, and troubleshooting desktop environments and agency infrastructure.

Key Responsibilities

• Provide online and desk-side IT helpdesk services to resolve operational, application, and hardware issues.

• Manage end-user support requests, incident tickets, and system request processes.

• Perform desktop imaging, machine deployments, software installations, and inventory management.

• Handle printer installations, toner replacements, and print server administration.

• Maintain system documentation, user guides, and performance reporting using Microsoft Office.

Requirements & Core Skills

• Required Skills:

  • Desktop Support: 2+ years supporting Windows workstations, Office 365, and Adobe Professional

  • Directory & System Services: 2+ years of experience with Active Directory

  • Hardware & Maintenance: 2+ years handling desktop imaging management, machine deployment, and inventory tracking

  • Print Management: 2+ years managing printer setups, toner replacements, and print server support

  • Customer Service: 2+ years delivering strong interpersonal, written, and verbal desk-side technical support

• Preferred (Highly Desired) Skills:

  • Ticketing Systems: Experience using ServiceNow for incident reporting and request management

  • Collaboration Tools: 2+ years supporting Microsoft SharePoint

  • Frameworks & Certifications: Knowledge of ITIL Service Management concepts or CCNA certification

Interview Process

1. Virtual Interview: Web-cam interview