Location: 241 Ralph McGill Blvd , Atlanta, GA 30308Client- 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 & Troubleshooting
Provide 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 Management
Log, 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 Support
Deliver 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 Skills
Strong 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 Skills
Understanding 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 Summary
Desktop & Application Support
Incident Management
LAN/WAN Fundamentals
Telecom Basics
Service Desk Ticketing Systems
Remote Troubleshooting
Numbers & Facts
Location
Atlanta, Georgia
Skills
Analysis Skillsunmatched
Communication Skillsunmatched
Customer Support/Serviceunmatched
Desktop PCunmatched
Event Managementunmatched
Help Deskunmatched
Identify Issuesunmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Local Area Network (LAN)unmatched
Mainframe Computerunmatched
Maintenance Servicesunmatched
Multitaskingunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Service Level Agreement (SLA)unmatched
Software Administrationunmatched
Technical Supportunmatched
Telecommunicationsunmatched
Telephone Technologyunmatched
Time Managementunmatched
Wide Area Network (WAN)unmatched
Writing Skillsunmatched
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