Helpdesk Technician in Alpharetta, GA at HUNTER Technical Resources

Date Posted: 7/28/2020

Job Snapshot

Job Description

The ideal candidate will have 3+ years of prior end user technical support experience. Working knowledge of hardware and repair (printers, desktops, laptops, handheld devices) is required. Strong networking understanding and troubleshooting ability. Great communications, attention to details and customer service skills required. 
 
Essential Duties and Responsibilities: 
• Serve as the first point of contact for customers seeking technical help from phone, email or ticketing system submissions
• Manage incoming calls, prioritize issues and communicate information to the leadership team. 
• Perform remote troubleshooting, when possible, through diagnostic techniques, customer interaction and troubleshooting skills
• Communicate with customers to assist them through issue resolution
• Escalate unresolved issues to the next level of support personnel, if needed
• Document incidents, problems and resolutions in logs and ticketing system
• Assist with maintaining and creating new standard procedures and guidelines
• Troubleshoot Active Directory, Group Policy, DHCP, TCP/IP, DNS and other network connectivity issues
• Assist managing team with materials and delivery of Security Awareness Training
• Assist with physical security administration and configuration
• Assist with maintaining Windows OS build, patch level and applications
• Develop documentation, layouts, flowcharts, diagrams, etc. for reference and audit requests 
 
Qualifications: 
• Proven experience in a technical support role
• Technically proficient with office automation products, remote control applications and basic cloud services
• Hardware support for PCs, mobile devices, multi-functional units