Help Desk Specialist

Why ITInfra?

· Small, growing, dynamic and fun company to work with

• We emphasize and foster professional growth by helping you set and achieve professional goals
• Exceptional health insurance benefits
• 401K, Paid Time Off (PTO)

Work Location(s)

* Atlanta, Georgia

Job Description

• Serve as a primary point of technical assistance for onsite and remote users, responding through phone, email, chat, remote-support tools, the customer portal, and desk-side service as appropriate.
• Own assigned incidents and service requests from intake through closure in the EPA IT service management system, including accurate categorization, priority assessment, status updates, resolution notes, and confirmation with the user.
• Diagnose and resolve issues involving operating systems, approved applications, desktop and laptop hardware, network connectivity, remote access, shared resources, printers, scanners, mobile devices, telephony, and video conferencing equipment.
• Configure, deploy, relocate, maintain, and refresh end-user equipment; install approved software and updates; support loaner devices; and coordinate warranty service or repair when needed.
• Assist with user onboarding, account changes, separations, email or profile updates, access to network resources, and secure remote-access needs in accordance with established authorization and security procedures.
• Escalate major, specialized, or unresolved issues to the correct technical team, provide a complete handoff, retain visibility through completion, and apply required expedited handling to priority and VIP-related incidents.
• Maintain accountability for assigned IT assets, peripherals, mobile devices, software licenses, loaner equipment, and consumable supplies by supporting configuration, testing, distribution, retrieval, inventory updates, and approved disposition activities.
• Provide brief user orientation and just-in-time training, develop practical self-help guidance for recurring issues, identify service trends, and contribute accurate operational data and recommendations that improve support quality and customer satisfaction.

Qualifications

• Associate degree in information technology or a related field, or an equivalent combination of education and relevant experience.
• A minimum of four (4) years of progressively responsible help desk, desktop support, or end-user technical support experience.
• Working knowledge of incident and service-request practices, ticketing systems, desktop operating environments, common enterprise applications, endpoint hardware, peripherals, and basic network troubleshooting.
• Strong customer service, verbal communication, written documentation, organization, and problem-solving skills, including the ability to manage competing priorities and work independently.
• Ability to work onsite during assigned coverage hours and travel occasionally to authorized EPA offices or other work locations when required.

Clearance

* Must be a US Citizen with an active Public Trust clearance, or the ability of attaining one.

Please send your resume to HR@ITinfra.biz