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Position Details: Help Desk Analyst I - 16106

Location: Alpharetta, GA
Openings: 1
Job Number:



Essential Job Responsibilities:
1. Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity
2. Provide Tier 1 technical support for mobile devices, including iPhones, Blackberries and tablets
3. Administer active directory, mainframe, and other user accounts as applicable
4. Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests
5. Interact with peers and Tier 2 teams for knowledge sharing, research, and updates
6. Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate
7. Process service requests, including remote software installations, access requests, and RSA token distribution
8. Document support processes and procedures for knowledgebase articles
9. Monitor call queues and manage work schedules
10. Performs other duties as required

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

• Bachelor’s degree, preferred

Certifications: (If applicable)

• ITIL Foundations, preferred

Job Related Experience:

• Minimum 2 years technology support experience
• Information Technology customer service experience
• Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments
• Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
• Experience with MS Exchange and Outlook
• Knowledge of Microsoft Active Directory administration
• Familiarity with mobile device technologies
• Knowledge of incident management and service request fulfillment processes
• Experience with Automatic Call Distribution technology and reporting

Additional Skills/Knowledge: (Optional)
• Proficient verbal and written communication skills
• Ability to multi-task and adapt to a rapidly changing environment
• Possess a sense of urgency and be able to prioritize work
• Aptitude in understanding technical concepts and learning new technologies
• Flexibility and reliability relative to work schedules                                                                           

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