Job Description
Are you a tech enthusiast ready to make an impact in the heart of Atlanta? Apex Tech Solutions is seeking a dedicated Help Desk Support Specialist to join our dynamic IT team. We pride ourselves on delivering top-tier technical support to our employees, ensuring seamless operations in a fast-paced environment.
In this role, you will be the first line of defense for our internal staff, resolving hardware and software issues with a focus on customer satisfaction and rapid turnaround times. We offer a hybrid work model, comprehensive benefits, and a clear path for career advancement.
Why Join Us?
- Competitive Salary: $55,000 - $75,000 annually depending on experience.
- Health & Wellness: Premium medical, dental, and vision coverage.
- Growth: Access to professional development and certification reimbursement.
- Work-Life Balance: Flexible hybrid schedule and paid time off.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and in-person for hardware, software, and network issues.
- Manage and resolve user tickets within ServiceNow or Zendesk, maintaining a high First Contact Resolution rate.
- Perform hardware installations, upgrades, and troubleshooting for desktops, laptops, printers, and peripherals.
- Assist with password resets, account management, and access control in Active Directory.
- Conduct regular IT training sessions to educate staff on best practices and new software releases.
- Collaborate with the IT team to document technical procedures and maintain a robust knowledge base.
- Monitor system performance and alert the team to potential issues before they impact users.
Qualifications
- Minimum of 2 years of experience in Help Desk, Technical Support, or Desktop Support roles.
- Strong knowledge of Microsoft Windows operating systems, Microsoft Office Suite, and troubleshooting protocols.
- Familiarity with remote access tools (VPN, TeamViewer, etc.) and ticketing systems (ServiceNow, Zendesk, or similar).
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Strong problem-solving skills and the ability to prioritize multiple requests effectively.
- A+ or Network+ certification is preferred but not required.
- High school diploma or equivalent; Associate degree in Computer Science or IT is a plus.