Help Desk Technician

Service Desk Technician (On-site | Dunwoody, GA)

Optomi, in partnership with a premier client, is seeking a Service Desk Technician to support employees in a fast-paced enterprise environment. In this role, you will serve as the first point of contact for IT support, handling incidents and service requests through ServiceNow, phone, email, voicemail, and in-person interactions. The ideal candidate will have strong troubleshooting skills across Windows, Office 365, Active Directory, Okta, mobile devices, VPN, and networking, along with a customer-first mindset and the ability to take ownership of issues from intake through resolution.

Responsibilities:

• Act as the first point of contact for incoming IT incidents and service requests through ServiceNow, phone, email, voicemail, and in-person support.
• Provide first-level technical support for Windows 10/11, Office 365, Outlook, Edge, Chrome, hardware, software, and network connectivity issues.
• Troubleshoot account and access issues, including password resets, account lockouts, Okta, Active Directory, Office 365, VPN, Wi-Fi, internet, and file share access.
• Triage, prioritize, document, and resolve tickets while maintaining ownership from initial contact through resolution.
• Provide remote technical support using tools such as BeyondTrust and troubleshoot GlobalProtect VPN connectivity.
• Support iPhone, iPad, Android devices, wireless RF scanners, and other endpoint technologies.
• Image, configure, and ship computers and other IT hardware to employees.
• Install and support approved software and applications, including Okta-federated applications, Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, and Grammarly.
• Manage appropriate Active Directory group assignments and application access.
• Maintain ServiceNow queues, communicate effectively with customers and IT teams, and ensure tickets are resolved within established SLAs and service desk metrics.
• Create and maintain knowledge articles, processes, and procedures to improve the service desk experience.
• Collaborate with internal IT teams and vendor partners to troubleshoot and elevate issues as needed.
• Provide coaching and mentoring to peers on troubleshooting processes and procedures.
• Support future mergers and acquisitions (M&A) through onsite support, remote troubleshooting, and device deployment.
• Participate in continuous improvement initiatives to enhance service desk processes, efficiency, and customer experience.

Qualifications:

• 3+ years of experience providing technical support or working in a service desk/help desk environment is preferred.
• Strong experience troubleshooting Windows 10/11 and Office 365 environments.
• Experience with Active Directory and Okta is highly preferred.
• Experience supporting iOS and Android devices is required.
• Working knowledge of VPN, Wi-Fi, networking, Ethernet, routers, switches, internet connectivity, and proxy settings.
• Familiarity with ServiceNow or an equivalent IT service management/ticketing platform.
• Knowledge of ITIL practices, particularly Incident Management, is preferred.
• Experience with remote support tools such as BeyondTrust is a plus.
• Strong desktop, application, hardware, and network troubleshooting skills.
• Ability to identify customer needs, gather relevant information, troubleshoot systematically, and determine when escalation is required.
• Strong customer service skills with a shared sense of urgency and commitment to resolving technical issues.
• Excellent verbal and written communication skills with the ability to explain technical concepts in a clear, user-friendly manner.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Ability to work effectively with users and technical teams across varying levels of technical expertise.Associate degree in Information Technology or equivalent experience is preferred; Bachelor's degree is a plus.