Helpdesk Technician I

POSITION SUMMARY

The Helpdesk Technician I is the first point of contact for employees and customers who need technical assistance. This role provides Level 1 support for computer hardware, software, business applications, accounts, and network connectivity across phone, email, chat, and remote support channels. The technician accurately logs, troubleshoots, resolves, or escalates issues through the IT service management system and delivers a consistently positive support experience.

Location: Smyrna, GA (Near Battery Center) Standard Work Hours: Mon-Fri 8:00am - 5:00pm ESSENTIAL DUTIES AND RESPONSIBILITIES: Other Duties may be assigned Serve as the primary point of contact for all internal and external customers seeking technical support via phone, email, chat, and self-service ticketing. Accurately log all incidents and service requests in the IT service management (ticketing) system in real time and manage each ticket through to satisfactory resolution.

Diagnose and resolve Level 1 issues related to desktops, laptops, mobile devices, printers, peripherals, operating systems, business applications, and productivity software within established service level targets. Escalate unresolved or higher-complexity issues to Level 2 technicians or other IT teams in a timely manner with complete, accurate documentation.

Perform user account administration tasks such as password resets, account unlocks, and access requests in accordance with IT security policies. Set up, configure, and deploy standard end-user hardware and software; assist with onboarding and offboarding of employees. Use remote support tools to troubleshoot and resolve issues for on-site, remote, and hybrid users.

Analyze and prioritize issues to minimize customer downtime due to hardware, software, or network failures. Identify and report potential security incidents (for example, phishing attempts or suspicious activity) to the appropriate IT teams. Contribute to and maintain knowledge base articles, standard procedures, and end-user documentation.

Provide excellent customer service and clear, professional communication to both internal and external customers. Participate in a continuous program of training on software, hardware, systems, security, and IT processes. Perform all other duties as assigned by the Manager. SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

Competencies: Communication Customer Focus Decision Making/Judgment Delivers Results Problem Solving/Analysis Technical Aptitude/Continuous Learning Time Management/Prioritization Teamwork QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIREMENTS

One to three years of experience in technical support, help desk, or customer contact center role. Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users. Strong working knowledge of current desktop and mobile operating systems, business applications, and end-user hardware.

Competence to understand technical documents and apply technical information to solve problems. Excellent problem-solving and troubleshooting ability. Ability to work well under pressure and manage multiple competing priorities. Ability to work at a computer for extended periods while managing phone, chat, and email support.

Available for occasional travel and for after-hours or on-call support as needed.

EDUCATION

Associate's degree (A.A.) or equivalent from a two-year college or technical school; or two years of related experience and/or training; or an equivalent combination of education and experience. Relevant entry-level IT support certifications are preferred. LANGUAGE SKILLS: Ability to read and interpret documents such as technical documentation, operating instructions, security policies, and procedure manuals.

Ability to write clear ticket notes, routine reports, correspondence, and knowledge base articles. Ability to communicate effectively with customers and employees at all levels of the organization. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as proportions and percentages and to apply basic mathematical concepts as needed to interpret system data and reports.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. COMPUTER SKILLS: Proficient in current desktop operating systems and standard office productivity, email, and collaboration applications.

Familiarity with IT service management (ticketing) systems and remote support tools. Ability to recognize and troubleshoot fundamental network connectivity, printer, and peripheral hardware issues. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, talk, and hear, and use hands to operate a computer and other office equipment. The employee is frequently required to stand, walk, reach with hands and arms, and stoop, kneel, or crouch when installing or servicing equipment. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required include close vision and the ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is primarily performed in an office environment. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock when servicing equipment.

The noise level in the work environment is usually moderate. EQUAL OPPORTUNITY: This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify duties as needed.

The company is an equal opportunity employer.