Help Desk Tech Support I

Position Overview

At HumanTouch, we value transparency. While we’re not actively hiring for a Tier 1 Help Desk Technician at this moment, we’re excited to connect with talented IT specialists. This role supports our IT Service Desk for a federal government customer. All applicants must be eligible for a Public Trust Security Clearance. Location: 2971 Flowers Road South, Suite 213, Atlanta, GA 30341.

Key Responsibilities

• Provide IT support for over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues.
• Receive support requests via phone, email, and web/intranet, and utilize remote assistance when necessary.
• Create, modify, and close tickets in ServiceNow, escalating issues to higher support tiers when required.
• Follow Standard Operating Procedures (SOPs) and ensure proper closeout of support tickets.
• Research troubleshooting queries using available resources, including the IT Help Desk knowledge base.
• Work a 40-hour weekly shift in a 24/7/365 operational environment with potential for remote work as approved.
• Demonstrate strong communication, leadership, and problem analysis skills.

Required Qualifications

• Eligibility for Public Trust Security Clearance.
• Proven excellent customer service skills with experience in call tracking and problem management software.
• Excellent problem-solving abilities and hands-on experience with basic PC troubleshooting for Windows 7 and Windows 10.
• Professional attitude, strong work ethic, and ability to handle multiple priorities in a fast-paced environment.
• Capacity to work shifts, including overnights and weekends to support 24/7/365 operations.
• High School Diploma or GED.

Preferred Qualifications

• Microsoft Office Specialist certification (Access, Excel, PowerPoint, or Outlook).
• CompTIA A+ certification.
• Prior experience with IT service desk operations.

Benefits & Perks

• Medical, Dental, and Vision Coverage
• PTO
• Paid Federal Holidays
• 401(k) Matching