Help Desk / Service Desk Analyst I -4P/663

Help Desk / Service Desk Analyst I Location: 241 Ralph McGill Blvd , Atlanta, GA 30308 Client- Georgia Power Position Overview We are seeking a motivated Help Desk / Service Desk Analyst I to provide frontline technical support to internal users. This role is responsible for diagnosing and resolving hardware and software issues while delivering exceptional customer service. The ideal candidate is analytical, self-driven, and capable of managing multiple priorities in a fast-paced IT support environment. Key Responsibilities Technical Support & TroubleshootingProvide phone-based technical support for internal employees.Troubleshoot hardware and software issues to resolution.Fulfill service requests accurately and within defined SLAs.Escalate complex issues when necessary. Incident & Request ManagementLog, track, and update tickets within the service management system.Ensure timely resolution of incidents and service requests.Provide clear communication and status updates to users. Customer SupportDeliver professional and courteous customer service.Communicate technical information clearly to non-technical users.Assist users with enterprise systems including ASCEND and other technology platforms. Must-Have SkillsStrong analytical and problem-solving abilities.Ability to manage multiple tasks and priorities simultaneously.Ability to make sound decisions with minimal supervision.Self-starter with initiative and independent thinking.Strong customer service orientation.Excellent written and verbal communication skills. Nice-to-Have SkillsUnderstanding of IT infrastructure and telecommunications transport.Knowledge of LAN/WAN technologies.Familiarity with access technologies and telecom terminology.Working knowledge of mainframe systems and related applications.Experience with BMC Helix / SmartIT Event Management System. Technical Skills SummaryDesktop & Application SupportIncident ManagementLAN/WAN FundamentalsTelecom BasicsService Desk Ticketing SystemsRemote Troubleshooting