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  • Location

    Peachtree City, Georgia

  • Job title:

    IT Service Desk Engineer

  • Sector:

    Technology

  • Job type:

    Direct Hire

  • Job ref:

    6531

OVERVIEW

South Atlanta (Peachtree City based)  industry leader seeks  IT Service Desk Engineer who will be the first point of contact in the organization for resolving or escalating issues relating to hardware, software, network, and other computer end users when they raise requests through emails, phone calls or the portal. Our client is looking to recruit a passionate and people-focused person. The role will require someone to build strong relationships across the organization along with exceptional customer skills who is relentless in solving issues.

 

 

KEY RESPONSIBILITIES

This role will work with Senior Client Solution Administrator and other positions inside our IT Service Desk Team.  Job duties include:

  • Serve as first point of contact for customers seeking technical assistance
  • Taking ownership of issues and managing them in a logical and methodical manner on Service Desk
  • Correctly logging incidents, categorizing and prioritizing them according to company procedures and importance
  • Managing faults incidents through their entire lifecycle from the first point of contact through resolution, proactively keeping customers (team members) informed of progress
  • Diagnosing and resolving problems to the customers (team members) satisfaction
  • Identify and escalate repeat issues or service risks to management
  • Oversee installation, configuration, maintenance and troubleshooting concerning company’s software, hardware, network, and systems
  • Administer and maintain end user accounts, permissions, and access rights
  • Security Systems maintenance and operation

PROFESSIONAL EXPERIENCE & QUALIFICATIONS

Required Technical Skills:

  • Demonstrated logical troubleshooting methodology to troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing and network issues
  • Expert level Microsoft Windows 10 Pro operating system
  • Experience with Mac OS including Mojave & Catalina
  • Experience supporting and administering Microsoft Office 365 including Exchange, SharePoint, and OneDrive
  • Extensive experience supporting Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
  • Extensive knowledge of Microsoft Windows Server, Active Directory, and Domain administration and support
  • Experience administering and supporting VOIP phone systems
  • Knowledgeable of new PC setup and deployment process
  • Experience supporting Apple iPhone IOS and hardware including setup and sync issues
  • Strong understanding of network topology, TCP/IP, switching, routing concepts including: DHCP, DNS, Routing, VLANs, ARP, diagnostic tools for system and network monitoring, and server performance monitoring
  • Experience working with Cisco networking products and IOS including ASA firewalls, Catalyst switches, and site-to-site VPN tunnels
  • Completion of entry level industry certification (A+, Net+, CCENT, Network+, MCSA for example)
  • Virtualization: Microsoft Hyperv, VMWare ESXi
  • Active Directory Administration
  • Group Policy Administration

Required Personal Skills:

  • Able to explain technical concepts in clear and understandable language
  • The ability to work independently as well as with a team
  • Customer-focused, personable, and reliable
  • The ability to multi-task and work across a range of IT items with various timelines and priorities
  • Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive)
  • Poise and patience during in-person and phone-based tech support
  • Solid writing skills to document work completed and create/maintain IT documentation
  • Ability to document all activity in detail and an understanding of the importance of quality documentation
  • Comfortable working with all levels of the organization along with vendors
  • Energetic, able to switch gears quickly from job-to-job / task-to-task
  • Keeping up to date on professional and technical requirements and acting as a resource to others for advice

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A Human Approach to Staffing

Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of sex, gender, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.