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Service Desk Support Technician

Location: Atlanta, GeorgiaJob reference #: MR 5/30

description

Overview:

Provide best in class technical support to all staff local and remote, for computer networks and related computing environment. Maintian a high level of Service Excellence in performing all duties.

Job Summary: 

  • Provide industry leading service excellence and premier customer service
  • Assist with maintaining and administering computer networks and related computing environment, including computer hardware, systems software, applications software, telephony, and all configuration setup for in-house and remote users.
  • Handle initial intake, categorization, prioritization, triage and routing/escalation of all inbound Incidents and technical service requests
  • Execute appropriate incident escalation procedures in a timely manner
  • Create, monitor and configure user accounts/permissions in Active Directory and Office 365
  • Configure FTP and web folder accounts, transfer files, schedule transfers and pgp encrypt/decrypt files.
  • Work with internal and external users to solve existing computer problems; assist with escalated tickets/troubleshooting
  • Work with Remote Management Software to ensure compliance with Configuration and Security policies. 
  • Maintain awareness of and ensure adherence to standards regarding privacy.
  • Ensure 100% of requests and incidents are triaged and logged in the Service Management System of Record
  • Resolve at least 75% of assigned ticket without escalation
  • Maintain 90% of tickets closed within defined service level agreements
  • Participate in projects as needed.

  • Industry: Information Technology
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