Level II Help Desk - eBryIT, Inc.

Kennesaw, GA 30144

About the Job

Job Overview:
As a Level 2 Help Desk Technician, you will play a critical role in providing technical support to our clients or internal employees. You will be responsible for resolving escalated technical issues, ensuring smooth operations of IT systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with users at all levels.

This is a hybrid position, which involves working remotely as well as going to customer sites within a 2-hour radius. We have customers located in Atlanta Metro area, Madison, GA, Griffin, GA and as far as Augusta, GA. The job entails (20%) being available afterhours and possible weekends, as needed.

Duties:

Provide technical support to end-users via phone, email, or in-person.
Troubleshoot and resolve escalated technical issues related to hardware, software, network, and peripherals.
Diagnose and escalate complex technical problems to Level 3 support or appropriate teams.
Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
Administer and support various software applications and operating systems.
Collaborate with other IT team members to implement solutions and ensure the reliability of IT infrastructure.
Document support procedures, troubleshooting steps, and resolutions in the knowledge base.
Perform routine maintenance tasks such as system updates, patches, and backups.
Provide training and guidance to end-users on IT-related topics.
Participate in ongoing training and professional development to stay updated on emerging technologies and best practices.
Willing and able to drive your own vehicle to eBryIT's customer sites.

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
Minimum of 2 years of experience in a technical support role, preferably in a help desk environment.
Strong knowledge of Windows and/or Mac operating systems.
Proficiency in troubleshooting hardware, software, and network issues.
Experience with Active Directory, Microsoft Exchange, and Office 365 administration.
Familiarity with remote desktop support tools (e.g., TeamViewer, Remote Desktop Protocol).
Excellent communication skills, both verbal and written.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Customer-focused attitude with a dedication to providing high-quality service.
Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Benefits:

Must be able to clear a full criminal background check and 10 panel drug test.
Must clear the (fingerprint) GBI GCIC Federal Investigator criminal background check.
Must be able to pass an MVR check. Good driving record over the past 3 years.
Must have a valid driver's license.
Must have full coverage (300/100/300) automobile insurance on your current vehicle. If you do not currently have, you will be required to increase your policy with your insurance provider.
Comprehensive health, dental, and vision insurance plans.
401(k) retirement savings plan with company match.
Paid time off (vacation, sick leave, and holidays).

Benefits:

Competitive salary commensurate with experience.
Comprehensive health, dental, and vision insurance plans.
401(k) retirement savings plan with company match.
Paid time off (vacation, sick leave, and holidays).
Ongoing training and professional development opportunities.
Friendly and collaborative work environment.
Opportunities for career advancement within the company.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Management may revise this job description at any time.

About eBryIT, Inc.:

For over 30 years, eBryIT has been making IT environments simpler and more cost effective for our customers. With a proven service model and experienced project management team, it is no wonder we make it "easier IT with eBryIT".eBryIT was founded in 1990 with a primary business focus on IT services, and solutions. We are a diversified company that is proud to be a recognized as a certified Women’s Business Enterprise National Council (WBENC #242617). Our proven services model includes Project Management, Technology Solutions and Consulting to the K-12, Higher Education, Health Care, Government, and Public and Private Sector Clients.eBryIT delivers over twenty years of expertise as an IT solution services provider. eBryIT was awarded and recognized as Global Managed Partner of the Year from a major manufacturer for 2014 and 2015. As an Independent Strategic Service Preferred Partner for large National Distributers, Manufacturers and Resellers, eBryIT provides IT services throughout the continental USA. Our offices include a regional presence in Georgia (National Configuration and Logistics facility in Kennesaw, GA); Chicago (Logistics Facility in Wood Dale, IL); Oklahoma City (Logistics Facility); South Carolina (Logistics Facility in West Columbia, SC); Houston, TX (Logistics Facility in Rosenberg, TX); and San Antonio, TX (Logistics Facility). eBryIT continues to receive partner awards and is honored to serve their customers by providing world-class project management, deployments, repair services, products, and supplies.

Source : eBryIT, Inc.