Helpdesk Support

Position Overview

Seeking dedicated Onsite IT Customer Service Representatives to join the team in Norcross, GA. In this role you’ll be the first point of contact for customers—providing support for software, hardware, and network issues. You’ll handle incoming technical calls, troubleshoot and resolve issues, and accurately document each interaction. This opportunity is ideal for an individual looking to grow their IT support career with the potential to convert to a full-time, permanent position.Contract Duration: 6 months

Key Responsibilities

• Answer inbound technical questions from customers, troubleshoot issues, and confirm that solutions work properly before ending calls.
• If unable to resolve issues using information supplied in theService Now Knowledgebase, seek help from Support Analyst II and/or the Development team (Swarm) to analyze and determine the root cause and potential workarounds.
  • Apply fix or workaround discovered during collaboration with Support Analyst II/Developers.
  • Create new knowledge base articles outlining the fix/workaround discovered during swarming.
  • If a software defect is determined, document the issue, troubleshooting steps, and root cause analysis before assigning the Service Now Incident for defect creation.
• Ensure a positive customer experience by de-escalating issues, instructing on proper usage of hardware and software, and acting as a customer advocate.
• Ensure prompt and accurate resolution of incidents while reporting network events and customer escalations to leadership.
• Follow ticket and call management policies by accurately entering required information, selecting correct urgency levels, and maintaining proper communication.
• Continuously improve call handling and resolution processes by adhering to quality assurance guidelines, ensuring first-call resolution and full case ownership.
• Interpret, analyze, diagnose, document, and resolve customer issues related to hardware, software, LANs, and WANs.
• Keep support team and management updated on new or recurring support issues.
• Dispatch hardware problems to the appropriate vendor and assist customers with how-to questions.
• Contact external customers to foster improved communication and satisfaction regarding computer equipment and software.
• Continuously improve customer satisfaction indexes and perform other job-related duties as assigned.

Required Qualifications

• 4 years of experience in a help desk or call center environment.
• College Degree or equivalent work experience required.
• 1 year of experience with incident and problem-tracking service management software.
• Experience with SQL commands and database manipulation.
• Experience with automated call distributor phone systems.
• Familiarity with knowledge-centered support (KCS) principles.
• Experience with troubleshooting network-related issues (client connectivity).
• Experience with Active Directory and Microsoft Office Products (O365 is a plus).
• Strong customer focus and orientation.
• Superior telephone etiquette, root cause analysis, and issue resolution skills.
• Ability to listen, isolate issues, research, resolve, and follow-up effectively.
• Familiarity with incident ticketing software and processes.
• Proven soft skills including courtesy and conflict management.
• Strong written and verbal communication skills with the ability to translate technical information for all users.
• Excellent problem-solving, analytical, and time management skills.
• Self-motivated, detail-oriented, and organized with the ability to work independently under deadlines.
• Proven team player; must be open to working weekends and after-hour shifts.

Preferred Qualifications

• Familiarity with Linux systems is a plus.
• HDI certification (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification are a plus.