Senior Help Desk Support Specialist

Job Title: Senior Help Desk Support Specialist

Location: Atlanta, GA

Duration: 7 months

Employment Type: Contract

We are hiring for the role of Senior Help Desk Support Specialist. Below are the key details:

Role Overview

Provides technical assistance to computer system users by answering questions and resolving computer problems in person, via telephone, email, or from remote locations. Serves as a key contributor in identifying, delivering, operating, and controlling Tier I and Tier II support services while provisioning, configuring, installing, maintaining, and monitoring hardware, software, and infrastructure.

Key Responsibilities

• Assist users with Tier I issues and deliver Tier II support for issues beyond initial scope, providing both desk side and remote assistance.

• Provide end-user support (including IT Incident, Problem, or Request tickets) for end-user systems, devices, and business/custom applications.

• Install, configure, and maintain workstations and systems environments containing Windows Server, Windows workstations, LAN, VPN, Office 365, SharePoint, Active Directory, and VOIP.

• Support enterprise Microsoft products (Exchange, SQL, MS Access, ODBC, System Center suite, SharePoint).

• Perform printer installations, toner replacements, and print server administration.

• Execute desktop imaging management and maintain IT hardware/software inventory.

• Document standard service procedures and generate operational KPI reports using Microsoft Office.

Required Skills & Experience

• 2+ years of hands-on experience in desktop support covering Windows 7/10, Office 365, and Adobe Professional.

• 2+ years of experience with Active Directory administration.

• 2+ years of experience in printer support, toner replacement, and print server administration.

• 2+ years of experience in desktop imaging management (Dell / Windows 10) and inventory management.

• Strong track record of providing direct customer service and personable desk-side technical support.

• Professional experience troubleshooting hardware, software, network connectivity, and client applications.

Preferred Skills

• Experience supporting Microsoft SharePoint.

• Incident reporting and ticket management using ServiceNow.

• Experience working within an ITIL Service Management framework.

• Cisco Certified Network Associate (CCNA) certification.

Education

• High school diploma or GED with 2 3 years of client support experience; OR Vocational/Technical degree in computer applications, computer technology, or closely related field with 1 year of hardware/software customer support experience; Bachelor's Degree in Computer Information Systems, Computer Science, or related field is a plus.