Information Technology Help Desk
Position: IT Help DeskLocation: 5420 Peachtree Industrial Blvd, Norcross, GA 30071Work Mode: OnsiteEmployment Type: ContractJob Summary:We are seeking a skilled and customer-focused Technical Support Specialist to provide high-quality technical assistance in a fast-paced help desk/call center environment. The ideal candidate will be responsible for handling inbound technical support requests, troubleshooting software and hardware issues, documenting resolutions, and delivering exceptional customer service.This role requires strong analytical thinking, effective communication skills, and the ability to collaborate with internal support and development teams to ensure timely and accurate issue resolution.Performance Metrics:Success in this role will be measured through:Number of calls handled per hourPercentage of escalated callsNot-ready percentageAbility to meet quality call requirementsAverage call handling timeTeam Customer Satisfaction (CSAT) ScoreTeam Service Level performanceKey Responsibilities:Technical Support & TroubleshootingRespond to inbound technical support inquiries from customers.Diagnose and troubleshoot software, hardware, and connectivity issues.Provide effective solutions and confirm issue resolution before ending customer interactions.Escalation & CollaborationEscalate unresolved issues to Support Analyst II or Development teams when required.Collaborate with internal teams to identify root causes and implement workarounds or permanent fixes.Documentation & Knowledge ManagementDocument fixes, workarounds, troubleshooting steps, and resolutions accurately.Create and maintain knowledge base articles to improve support efficiency and future issue resolution.Software Defect ManagementIdentify and document software defects thoroughly, including troubleshooting and root cause analysis.Route incidents appropriately for defect tracking and development resolution.Customer Experience ManagementDeliver outstanding customer service through professional communication and issue de-escalation.Educate customers on proper software and hardware usage.Advocate for customer concerns and ensure timely follow-up and resolution.Incident & Ticket ManagementMaintain ownership of customer incidents from initiation through resolution.Accurately document tickets, assign urgency levels, categorize incidents, and keep stakeholders informed.Ensure compliance with ticket and call management procedures.Continuous ImprovementFollow quality assurance standards and contribute to improving support processes.Strive for first-call resolution and complete case ownership.Vendor CoordinationCoordinate and dispatch hardware-related issues to the appropriate vendors when necessary.Additional DutiesAssist customers with "How-To" inquiries.Perform additional responsibilities as assigned.Qualifications:EducationBachelor's degree or equivalent work experience required.Minimum 4 years of experience in a help desk or call center environment.HDI Certification (Customer Service, Support Center Analyst, or Desktop Support Technician) preferred.ITIL Foundations certification is a plus.Experience:Required:Minimum 1 year of experience using incident/problem tracking or service management software.Experience with SQL commands and database manipulation.Experience with automated call distributor (ACD) phone systems.Experience troubleshooting network and client connectivity issues.Familiarity with Active Directory and Microsoft Office/O365.Understanding of Knowledge-Centered Support (KCS) principles.Preferred:Familiarity with Linux systems.Skills & Competencies:Strong customer service and communication skillsExcellent troubleshooting and root cause analysis abilitiesStrong conflict resolution and customer de-escalation skillsAbility to explain technical concepts to users of varying technical backgroundsStrong analytical and problem-solving capabilitiesExcellent organizational and time management skillsSelf-motivated with the ability to work independentlyStrong attention to detail and process adherenceAbility to multitask effectively in a fast-paced call center environmentProven ability to collaborate effectively within a team settingWork Environment:Onsite role in a call center/help desk environmentRequires handling high call volumes and multitasking across multiple support ticketsFast-paced, customer-focused support environmentAdditional Information:Work ScheduleAdherence to attendance and scheduling policies is required.Customer Satisfaction FocusContinuous commitment to improving customer satisfaction and service delivery standards.