IT Service Desk Technician - On-Site at EDI Staffing

Our Client is seeking an IT Service Desk Technician to join their Corporate IT Team based on-site at their Atlanta Office.

As an IT Service Desk Technician, you will play a critical role in providing frontline technical support to end-users, resolving hardware, software, and network issues, and ensuring seamless IT service delivery across the organization. This position involves supporting systems such as the Microsoft Office Suite, ERP applications, and other key IT tools while maintaining service continuity and exceptional user satisfaction.

The ideal candidate will have 3-5 years of experience providing supporting a company's hardware, software, and IT network. This individual must have strong problem solving, organization, and customer service skills. If this sounds like you, we encourage you to apply!

RESPONSIBILITIES:

• Manage the IT ticketing system by logging, categorizing, prioritizing, and ensuring tickets are properly assigned, tracked, and maintained until resolution.
• Provide technical support to end-users, including troubleshooting hardware, software, and network-related issues.
• Respond to IT service requests via phone, email, or chat.
• Follow up on unresolved issues and escalate to appropriate IT teams as needed.
• Assist users with the installation, configuration, and updating of hardware and software systems.
• Maintain a knowledge base or FAQ repository to provide self-service solutions to common issues.
• Perform routine checks to ensure systems are running smoothly and escalate critical issues to senior IT personnel.
• Assist with system maintenance and updates, including ensuring proper patching of IT systems.
• Provide training or documentation for end-users on how to effectively use IT tools and applications.
• Monitor and maintain IT infrastructure, including supporting systems like QAD, Salesforce, and other software applications.
• Assist with inventory management for IT hardware and peripherals, including laptops, printers, and wireless devices.
• Provide support for wireless barcode scanning equipment and client network connections.
• Perform routine server updates and manage hardware upgrades for end-user systems.
• Develop and maintain strong relationships with management and end-users at all locations.
• Collaborate with IT teams, Customer Service, Production, and other departments for efficient IT support.

QUALIFICATIONS:

Education & Experience

• High school diploma or equivalent required; bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Three to five years of experience in IT support or a related field, or equivalent combination of education and experience.

Skills

• Exceptional problem-solving, critical thinking, and analytical skills.
• Experience supporting laptops, desktops, mobile devices, and wireless technologies.
• Familiarity with remote access tools and IT ticketing systems.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to meet deadlines.
• Excellent documentation and report-writing skills.
• Ability to work well in a team environment and collaborate with other departments.
• Experience with ERP systems (such as QAD) and general IT systems is a plus.
• Knowledge of hardware troubleshooting and software installation.
• Ability to provide training and support to end-users on IT tools and systems.

FUNCTIONAL REQUIREMENTS

• Regular use of computers, telephones, and other office equipment.
• Must organize complex tasks and meet deadlines.
• Available between all shifts, including nights and weekends if necessary.
• Ability to work in a fast-paced environment with frequent distractions/interruptions.
• High attention to detail and accuracy in task execution.
• Ability to work both independently and as part of a team.

In addition to competitive compensation, the client offers the following benefits:

• Health Insurance
• Dental Insurance
• Life and AD&D Insurance
• Disability Insurance
• Travel Insurance
• PTO and Company Holidays
• Employee Assistance Program
• Education Assistance
• Retirement Program

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