Applied Technical Services (Georgia)
Helpdesk Associate
Applied Technical Services (Georgia), Marietta, Georgia, United States, 30064
Helpdesk Associate
Job Details
Job Location
ABEL SOLUTIONS MARIETTA - MARIETTA, GA
Position Type
Full Time Indirect
Description
COMPANY
The Applied Technical Services Family of Companies (“ATS” or the “Company”) is a leading provider of critical testing, inspection, and certification services. The Company serves a diverse set of large and stable end markets including manufacturing, power generation, aerospace, medical, and defense.
ATS is headquartered in Marietta, GA and employs over 2,000 team members at approximately 90 locations across the United States. Our purpose is to create a safe and reliable world.
Position Title
Helpdesk Associate
Position Location
Marietta, GA
Position Description
The Helpdesk Associate is responsible for providing fast and efficient Helpdesk support for end-user technical issues regarding PCs, mobile devices, and network infrastructure. In this position, Helpdesk associates leverage their training and experience to resolve issues assigned to them. Helpdesk Associates also identify and escalate issues related to the IT infrastructure that we support and assist the HelpDesk Manager with reporting on Service Desk Operations. Using a combination of Abel Solutions’ knowledgebase, internet searches, and experience gained through several years of troubleshooting IT issues, HelpDesk Associates work to resolve each support request escalated to them. At times, the Associate will work with senior staff on IT Services projects, including hardware and software deployments. This position requires self-motivation, analytical thinking, application of problem-solving techniques, and the ability to work independently and within a team.
The successful candidate for this position will have access to information subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”) and/or U.S. Export Administration Regulations (“EAR”). Based on the sensitivity of this information, the successful candidate must be a U.S. Person, as defined by ITAR, or, in the event the applicant is not a U.S. Person, be eligible for export licenses to be obtained from the Department of State, Directorate of Defense Trade Controls (“DDTC”) on a per-project basis to access ITAR and EAR controlled data and information. A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. Company may choose not to apply for such license at its discretion due to federal approval timing considerations.
Job Responsibilities
Technical Support
Work directly with customer end-users to troubleshoot and resolve submitted support requests.
Identify recurring support requests/incidents and make recommendations to the HelpDesk Manager to streamline processes/eliminate these issues.
Assist other Helpdesk Associates and senior staff with IT Services projects, including hardware and software deployments, environment migrations, ERP projects, etc.
Provide training and guidance to other team members as appropriate, assist in creating a collaborative learning environment for all Helpdesk personnel.
Investigate and resolve security risk service requests. Follow up with any client or external security team to ensure the ticket has been resolved in a timely manner.
Add new users to Microsoft 365 retention policies and groups.
Create shared mailboxes and security groups as requested.
Enable/Disable MFA on Microsoft 365 user accounts.
Release emails blocked by spam filter upon request and add senders to the allowed list once approved.
Serve as primary points-of-contact for multiple clients. This requires self-motivation to learn and document processes for Abel Solutions’ knowledgebase.
Assign Microsoft Teams numbers to end users, as necessary.
Travel onsite to assist Systems Operations team with installing servers, switches, and other related IT equipment for clients.
Assist users with office moves including moving and re-configuring office phones voicemail, and network.
Run scans on systems to remove potential Malware and Viruses.
Continuous Process Improvement
Submit additions to Abel Solutions’ knowledgebase to improve service delivery and customer satisfaction.
Earn at least one IT certification per year in accordance with company needs and technician interests.
Champion service desk policies and operational procedures.
Continue to research and implement best practices according to the client’s needs.
Periodically re-evaluate documentation to ensure articles stay up to date with current best practices.
Qualifications
Other Responsibilities/Expectations
Attend company functions including company meetings, community service events and social events as an example for other employees and to cultivate team building.
Seek out opportunities for professional skills advancement through classes, seminars, webinars, events, self-study, etc.
Contribute to Abel Solutions’ marketing efforts through blog posts, insights, or other channels (such as social media).
Assist the Abel Solutions leadership with other activities and tasks as assigned.
Experience Requirements
Associates in Computer Science or 3+ years’ experience in a technical support environment or similar experience
Skill Requirements
Mid-level IT certifications (Such as CompTIA Network+, CompTIA Security+, Microsoft Azure Fundamentals, Microsoft Certified: Azure Administrative Associate, etc.).
Solid working knowledge of Microsoft desktop and server software as well as a working knowledge of networking concepts and fundamentals.
Possess professional, effective written and oral communication/presentation skills.
Persistence and willingness to learn and adapt.
Always maintain a professional appearance and work ethic with prospects.
Capacity to multi-task, excellent organizational skills, and attention to detail.
Proficient in the use of Microsoft Office products (e.g., Office 365, SharePoint, Teams, etc.).
ITAR
U.S. Persons” Only: A requirement of this position is access to information that is subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”). Accordingly, the company will consider only “U.S. Persons” for this position. A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. This information is collected solely for purposes of complying with U.S. export control requirements and will not be used to unlawfully discriminate in the hiring process.
Equal Employment Opportunity Statement
Applied Technical Services is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
Job Details
Job Location
ABEL SOLUTIONS MARIETTA - MARIETTA, GA
Position Type
Full Time Indirect
Description
COMPANY
The Applied Technical Services Family of Companies (“ATS” or the “Company”) is a leading provider of critical testing, inspection, and certification services. The Company serves a diverse set of large and stable end markets including manufacturing, power generation, aerospace, medical, and defense.
ATS is headquartered in Marietta, GA and employs over 2,000 team members at approximately 90 locations across the United States. Our purpose is to create a safe and reliable world.
Position Title
Helpdesk Associate
Position Location
Marietta, GA
Position Description
The Helpdesk Associate is responsible for providing fast and efficient Helpdesk support for end-user technical issues regarding PCs, mobile devices, and network infrastructure. In this position, Helpdesk associates leverage their training and experience to resolve issues assigned to them. Helpdesk Associates also identify and escalate issues related to the IT infrastructure that we support and assist the HelpDesk Manager with reporting on Service Desk Operations. Using a combination of Abel Solutions’ knowledgebase, internet searches, and experience gained through several years of troubleshooting IT issues, HelpDesk Associates work to resolve each support request escalated to them. At times, the Associate will work with senior staff on IT Services projects, including hardware and software deployments. This position requires self-motivation, analytical thinking, application of problem-solving techniques, and the ability to work independently and within a team.
The successful candidate for this position will have access to information subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”) and/or U.S. Export Administration Regulations (“EAR”). Based on the sensitivity of this information, the successful candidate must be a U.S. Person, as defined by ITAR, or, in the event the applicant is not a U.S. Person, be eligible for export licenses to be obtained from the Department of State, Directorate of Defense Trade Controls (“DDTC”) on a per-project basis to access ITAR and EAR controlled data and information. A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. Company may choose not to apply for such license at its discretion due to federal approval timing considerations.
Job Responsibilities
Technical Support
Work directly with customer end-users to troubleshoot and resolve submitted support requests.
Identify recurring support requests/incidents and make recommendations to the HelpDesk Manager to streamline processes/eliminate these issues.
Assist other Helpdesk Associates and senior staff with IT Services projects, including hardware and software deployments, environment migrations, ERP projects, etc.
Provide training and guidance to other team members as appropriate, assist in creating a collaborative learning environment for all Helpdesk personnel.
Investigate and resolve security risk service requests. Follow up with any client or external security team to ensure the ticket has been resolved in a timely manner.
Add new users to Microsoft 365 retention policies and groups.
Create shared mailboxes and security groups as requested.
Enable/Disable MFA on Microsoft 365 user accounts.
Release emails blocked by spam filter upon request and add senders to the allowed list once approved.
Serve as primary points-of-contact for multiple clients. This requires self-motivation to learn and document processes for Abel Solutions’ knowledgebase.
Assign Microsoft Teams numbers to end users, as necessary.
Travel onsite to assist Systems Operations team with installing servers, switches, and other related IT equipment for clients.
Assist users with office moves including moving and re-configuring office phones voicemail, and network.
Run scans on systems to remove potential Malware and Viruses.
Continuous Process Improvement
Submit additions to Abel Solutions’ knowledgebase to improve service delivery and customer satisfaction.
Earn at least one IT certification per year in accordance with company needs and technician interests.
Champion service desk policies and operational procedures.
Continue to research and implement best practices according to the client’s needs.
Periodically re-evaluate documentation to ensure articles stay up to date with current best practices.
Qualifications
Other Responsibilities/Expectations
Attend company functions including company meetings, community service events and social events as an example for other employees and to cultivate team building.
Seek out opportunities for professional skills advancement through classes, seminars, webinars, events, self-study, etc.
Contribute to Abel Solutions’ marketing efforts through blog posts, insights, or other channels (such as social media).
Assist the Abel Solutions leadership with other activities and tasks as assigned.
Experience Requirements
Associates in Computer Science or 3+ years’ experience in a technical support environment or similar experience
Skill Requirements
Mid-level IT certifications (Such as CompTIA Network+, CompTIA Security+, Microsoft Azure Fundamentals, Microsoft Certified: Azure Administrative Associate, etc.).
Solid working knowledge of Microsoft desktop and server software as well as a working knowledge of networking concepts and fundamentals.
Possess professional, effective written and oral communication/presentation skills.
Persistence and willingness to learn and adapt.
Always maintain a professional appearance and work ethic with prospects.
Capacity to multi-task, excellent organizational skills, and attention to detail.
Proficient in the use of Microsoft Office products (e.g., Office 365, SharePoint, Teams, etc.).
ITAR
U.S. Persons” Only: A requirement of this position is access to information that is subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”). Accordingly, the company will consider only “U.S. Persons” for this position. A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. This information is collected solely for purposes of complying with U.S. export control requirements and will not be used to unlawfully discriminate in the hiring process.
Equal Employment Opportunity Statement
Applied Technical Services is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.