Help Desk Support Specialist

Job Title: Help Desk Support Specialist
Location: Atlanta, GA
Duration: 6+ Months

Primary Responsibilities:

• Under supervision, assists clients with Tier I issues and Tier II support for issues

beyond their subject matter expertise. Work and communicate with state
employees, internal clients, to provide information and services targeted to meet
client expectations.
Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in implementation and development of business process automation. Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.

• Responds to internal and external client concerns both remotely and to provide desk side

support as well. Receives additional training as required, to gain full proficiency and
experience in all areas. May perform clerical duties in support of the unit. Provides
information to answers to inquiries from external clients regarding all aspects of
specific program area of unit.

• Provide on-line and desk side helpdesk services for all users, to identify and

resolve IT operational issues.

• Provided documented service procedures for all resolutions.
• Provide end user support (including IT Incident, Problem, or Request Tickets) for

all end user-based systems (e.g., business and/or custom applications, devices).

• Demonstrate experience designing, installing and supporting workstations, and

agency IT systems environment containing a blend of Windows Servers 2008-2012, Windows
workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications.

• Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, etc.).
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports, and documentation on systems / application operations using Microsoft Office (Word, Excel, or PowerPoint)

Required Skills:

• Desktop Support - Windows 7/10, Office 365, Adobe Professional Required 2 Years
• Active Directory Required 2 Years
• SharePoint Support Highly desired 2 Years
• Printer support, including toner replacement, and Print server administration Required 2 Years
• Service Now incident reporting Highly desired 2 Years
• Desktop Imaging Management Required 2 Years
• Inventory Management and Support Required 2 Years
• Good customer service, personable desk side engagement, and overall good customer support interaction Required 2 Years