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IT Service Desk Technician

Crescens Inc.

Atlanta, GA

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JOB DETAILS
SKILLS
2nd Level Support, Analysis Skills, Asset Management, Asset Management Software, Authentication, Best Practices, Cisco Network Systems, Cloud Computing, Communication Skills, Computer Maintenance, Computer Science, Computer Workstations, Customer Support/Service, Desktop PC, Enterprise Applications, Equipment Replacement, Establish Priorities, Help Desk, High School Diploma, Hybrid Cloud, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Inventory Management, Inventory Reports, Knowledge Management, Laptop PC, Licensing, Local Government, Maintenance Services, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Applications, Multitasking, Network Connectivity, Onboarding, Printers, Printing, Problem Solving Skills, Quality Management, Reconciliation, Service Level Agreement (SLA), ServiceNow, Software Administration, State Government, Technical Support, Telecommunications, Time Management, VPN (Virtual Private Network), WebEx
LOCATION
Atlanta, GA
POSTED
Today
Title: IT Service Desk Technician
Location: Atlanta, GA (Hybrid)
Duration: 12+ months
Notes:
Either Web Cam or In Person interview

IT Service Desk Technician
The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.
LOCAL CANDIDATES ONLY Selected candidates will be expected to work onsite when required.
Essential Duties and Responsibilities
Customer Support
  • Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
  • Provide remote, phone, email, chat, and desk-side technical support to end users.
  • Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
  • Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
  • Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).
Incident, Request & Problem Management
  • Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
  • Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
  • Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
  • Monitor ticket queues and ensure timely follow-up and closure.
Endpoint & Device Support
  • Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
  • Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
  • Support printers, scanners, webcams, docking stations, and other peripheral devices.
  • Perform workstation moves, adds, changes, and equipment replacements.
Identity & Access Management
  • Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
  • Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
  • Assist with onboarding, offboarding, and access provisioning activities.
Microsoft 365 Support
  • Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
  • Assist users with collaboration tools and cloud-based productivity applications.
  • Troubleshoot synchronization, licensing, and authentication issues.
Hardware Asset Management
  • Receive, inventory, assign, track, and recover IT assets.
  • Maintain accurate hardware inventory records within ServiceNow Asset Management.
  • Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
  • Assist with inventory audits and asset reconciliation.
Collaboration
  • Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
  • Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.
Minimum Qualifications
  • High School Diploma or GED.
  • Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
OR
  • Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
Preferred
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
  • Experience supporting state or local government environments.
Preferred Technical Experience
Experience supporting:
  • Microsoft Windows 11
  • Microsoft 365
  • Microsoft Teams
  • Microsoft Outlook
  • Microsoft Entra ID (Azure AD)
  • Active Directory
  • Microsoft Intune
  • Windows Autopilot
  • ServiceNow
  • Cisco Webex
  • VPN technologies
  • Multifactor Authentication (MFA)
  • Network printers
  • Hybrid cloud environments
  • Hardware Asset Management (HAM)
  • Basic Software Asset Management (SAM)
Knowledge, Skills, and Abilities
  • Strong customer service and communication skills.
  • Excellent troubleshooting and analytical skills.
  • Ability to diagnose hardware, software, and network issues.
  • Ability to prioritize multiple tasks in a fast-paced environment.
  • Strong documentation and organizational skills.
  • Ability to explain technical concepts to non-technical users.
  • Ability to work independently and collaboratively within a team.
  • Knowledge of ITIL service management principles.
Required skills:
  • Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
  • Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD

About the Company

C

Crescens Inc.

Crescens Inc. is an industry leader in providing IT staffing services and tailored workforce solutions to meet the demanding expectations and distinctive needs of clients across the United States and Canada.  We have grown tremendously in the past years and have been applauded by our clients for the quality of workforce and the quick turnaround time. We have evolved from good service to great service and all management plans are geared towards quality. 

Our vision is to be the best in Talent Acquisition and strive for excellence consistently by focusing on four performance dimensions; Quality, Efficiency, Cost and Risk.  A satisfied client and candidate are the backbone to our continued success. Headquartered in New Jersey, we are a team with unique expertise to deliver exceptional results to our clients by setting benchmarks and establishing best practices. 

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2002
WEBSITE
http://crescensinc.com/

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