Help Desk Specialist

A Help Desk Specialist provides technical support and assistance to end users, ensuring smooth operation of computer systems, software, and hardware. This role involves troubleshooting and resolving issues remotely, guiding users through solutions, and ensuring customer satisfaction with IT services and support. Help Desk Specialists work efficiently in a remote environment, maintaining clear communication with users and ensuring the effective functioning of technology systems.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Overview:

We are looking for a Security Support Specialist with exceptional customer service skills to provide technical assistance and support to users within our security systems. If you have a strong ability to absorb and retain information quickly, and can present complex security concepts in a user-friendly manner, then you are the one we are looking for!

Key Responsibilities:

Technical Support:

• Incident Management:
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Troubleshoot and resolve technical problems via phone, email, or remote desktop support.
• User Support:
• Assist users with software installations, configurations, and updates.
• Guide users through basic technical issues, ensuring quick resolutions to minimize downtime.
• Issue Diagnosis:
• Analyze problems related to systems, applications, or network connectivity, offering solutions or escalating more complex issues to the appropriate team.
• Document issues and solutions in the ticketing system for future reference.

System Maintenance & Updates:

• System Monitoring:
• Monitor and maintain IT infrastructure, ensuring systems are running efficiently and securely.
• Perform routine system updates, patches, and software upgrades.
• Troubleshooting & Resolution:
• Diagnose and repair hardware failures, network problems, and software issues.
• Resolve basic connectivity problems, printer issues, and login difficulties.

Customer Communication:

• Documentation:
• Log all support requests and actions taken in the ticketing system.
• Provide clear instructions and documentation to users for troubleshooting and self-service when possible.
• Follow-Up Support:
• Ensure that user issues are resolved in a timely manner and follow up to confirm that solutions have been effective.
• Provide feedback to users on IT processes and improvements.

Skills and Qualifications:

• Technical Proficiency:
• Solid understanding of IT systems, software, hardware, and networking fundamentals.
• Familiarity with operating systems (Windows, MacOS, Linux) and common business applications.
• Communication Skills:
• Strong verbal and written communication skills to explain technical issues in simple, understandable terms.
• Ability to communicate clearly and professionally with non-technical users.
• Problem-Solving:
• Ability to troubleshoot and diagnose issues, providing effective solutions.
• Proactive approach in identifying recurring issues and implementing preventative measures.
• Customer Service:
• Demonstrated ability to provide excellent customer support, ensuring a positive user experience.
• Patience and empathy in dealing with users who are experiencing technical issues.
• Organizational Skills:
• Ability to manage and prioritize multiple service requests in a fast-paced environment.
• Capable of documenting and tracking support issues for future reference and continuous improvement.
• Technical Tools:
• Familiarity with help desk software, remote desktop tools, and ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Knowledge of common IT troubleshooting tools (e.g., network analyzers, system diagnostic tools).

Benefits of Remote Work:

• Flexibility: Work from home, allowing for better work-life balance and flexibility in work hours.
• Reduced Commute: No daily travel to an office, saving both time and money associated with commuting.
• Increased Productivity: Ability to work in a personalized environment that enhances focus, creativity, and efficiency.

Challenges of Remote Work:

• Isolation: Potential for feeling disconnected from the team or organization due to remote work setup.
• Technology Dependence: Relying on stable internet and technology to effectively perform duties and support users.
• Self-Discipline: The need for self-motivation and time management to stay on top of multiple support requests and deliver consistent service.

Typical Work Environment:

• Tools & Platforms: Comfortable working with remote support tools, ticketing systems, and troubleshooting software.
• Collaboration: Regular virtual meetings with internal teams to discuss technical issues, system improvements, and user feedback.
• Work Setting: Remote work setup that may require working independently, while staying connected with teams and users through digital communication.

Pay: $72,506.00 - $91,898.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Atlanta, GA 30326