Help Desk Support Specialist - Apollo Technology Solutions LLC

Atlanta, GA

Title: Help Desk Support Specialist
Location: Atlanta, GA
Duration: 12+ Months
Type: Contract

Job Description:

Triage and Manage Incidents:
Efficiently triage and prioritize incidents and service requests using ServiceNow.
User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.
Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow. -Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.
Work Schedule: Monday - Friday Onsite

Qualifications:

Proven experience in a Service Desk or IT support role.
Required 2 years of technical support experience.
Proficiency in using ServiceNow for incident and request management.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and technical troubleshooting skills.
Ability to work effectively in a high-demand environment with challenging users.
Commitment to maintaining a high level of customer satisfaction.

Preferred Qualifications:

Previous experience in a similar Service Desk or support and problem resolution role.
Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role. Familiarity with remote support tools and techniques

Source : Apollo Technology Solutions LLC