Help Desk Technician

Posted By: Karen Hampton Job Board,

Summary:

Position: Helpdesk Technician

Organization: Georgia Department of Economic Development 

Divison: Administration/Information Technology 

Location: Atlanta, GA

Position Type: Full time

Education Requirement: Bachelors Degree 

Experiance: 2+ Yrs

Salary: $48k -$52k  

Duties and Responsibilities:

The Georgia Department of Economic Development (GDEcD) is the state's sales and marketing arm, the lead agency for attracting new business investment, encouraging the expansion of existing industry, locating new markets for Georgia products, attracting tourists to Georgia and promoting the state as a location for film, music, and interactive projects.

GDEcD currently has approximately 180 IT users, distributed among the Atlanta headquarters, 9 Visitor Information Centers, regional offices, and international offices. Under the direct supervision of the IT director, the Helpdesk Technician will serve as the first level of support for the Department's network of PC workstations and laptops, associated software, network infrastructure and mobile devices. The Helpdesk Technician will respond to IT helpdesk tickets inquiries making sure that all of the Department's PC workstations and mobile devices are operating error-free. The position will have the following responsibilities:

  • Resolves user software/hardware questions or problems over the telephone, in person or via remote desktop software in the areas of system configuration/setup, software/hardware product functionality
  • Responsible for keeping users informed about how and when problems are resolved including being involved in any additional follow-up, testing and troubleshooting
  • Works with other Department IT staff to deploy, install, and debug PC based business solutions. Interface with all Department staff to assist with technology training
  • Facilitate hardware upgrades, hardware disposal, asset inventory, software inventory, new hire setup, termination, relocation, remote and automated updates, and remote support
  • Provides project leadership for hardware and software inventory
  • Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
  • Assist with server maintenance and setup
  • Setup and manage Apple and Android mobile devices

Minimum Qualifications:

  • Bachelor's degree in Information Technology or related field OR: Associate’s degree in Information Technology and three years of closely related experience; OR: Four years of closely related experience.
  • High proficiency with Microsoft Office, mobile device support, remote assistance software, Windows OS, MacOS
  • General understanding of Active Directory policies
  • Understanding of DNS and DHCP
  • Knowledge of helpdesk best practices
  • Strong written, oral and interpersonal communication skills
  • Problem solving experience.

Preferred Qualifications:

  • Two (2)+ years of previous information technology support experience
  • Microsoft Certified Professional certification
  • ITIL certification or knowledge of best practices

Application Instructions:

To apply for this position, you must submit your resumé and cover letter (PDF format preferred) via the link on our careers page. If you do not have internet access or require an accommodation because of a disability, please contact GDEcD Human Resources at 404-962-4000 or email jobs@georgia.org.