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Job Description Help Desk Analyst Atlanta, , Georgia - United States Posted - 02 / 01 / 23 Overview

Job Title : Helpdesk Analyst

Location : Atlanta, GA,

Duties and Responsibilities :

  • Demonstrated experience with Service Desk application for managing IT requests
  • Demonstrated ability to support and troubleshoot laptops, desktops, IP Phone, cell phones and various applications
  • Serve as the first point of contact for end-users seeking technical support via phone, email, and / or chat channels. Ticket concerns will be IT in nature and related to systems, software, or hardware.
  • Monitor and respond quickly and effectively to requests received through the Helpdesk ticket board and escalate unresolved issues to the next level of support.
  • Perform basic remote or in person troubleshooting by walking customers through problem-solving processes and probing questions.
  • Utilize excellent customer service skills to build rapport with end-users and maintain positive client communication.
  • Ability to correctly assess a situation, come up with a logical resolution and seek assistance if required.
  • Must be able to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
  • Must be a flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment
  • MS Office and Microsoft troubleshooting experience
  • VPN remote access configuration & troubleshooting experience
  • Demonstrated experience troubleshooting infrastructure and network related issues
  • Coordinate directly with business owners, development team, 3rd party vendors and supporting organizations to best understand and analyze business specifications
  • Responsible for maintaining Active Directory accounts (activating, de-activating, creating, and managing AD user groups and security levels
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