Service Desk Specialist

Title : Service Desk Technician

Location : Dunwoody, GA

Pay Rate : $18/hr- $23/hr

Duration : 36-month fulltime contract (8-5 M-F)

JOB DESCRIPTION

The Tier 1 Service Desk Technician is the first point of contact for end users experiencing technical issues. This role provides frontline support via phone, chat, email, and ticketing systems, focusing on quick triage, incident resolution, and escalation when needed. The ideal candidate is customer-focused, communicates clearly, and follows ITIL-aligned processes to resolve issues efficiently while delivering a great end-user experience.

REQUIRED SKILLS AND EXPERIENCE

• Provide Tier 1 (L1) technical support to employees/end users via phone, chat, email, and ticketing system
• Log, categorize, prioritize, and troubleshoot incidents and service requests according to SLAs
• Resolve common issues including:

Password resets and account unlocks (AD/Azure AD) ○ MFA/SSO access issues (Okta, Microsoft Authenticator, etc.)

Basic Windows/macOS troubleshooting (performance, connectivity, printing)

Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint)

VPN/Wi-Fi/network connectivity basics ○ Peripheral/device setup (printers, webcams, headsets)

Use knowledge articles and scripts to provide consistent, standardized support

• Perform remote troubleshooting using approved tools (e.g., BeyondTrust/Bomgar, TeamViewer, Intune, etc.)
• Identify trends and recurring issues, and proactively recommend improvements to KB documentation and workflows
• Escalate incidents to Tier 2/3 teams with complete documentation, logs, and steps taken
• Support onboarding/offboarding tasks such as account creation, access provisioning, and basic device setup (as applicable) Maintain strong customer communication, ensuring users are informed of status and next steps