Apollo ITS
Help Desk Support Specialist
Apollo ITS, Atlanta, Georgia, United States, 30383
Title: Help Desk Support SpecialistLocation: Atlanta, GADuration: 12+ MonthsType: Contract
Job Description:
Triage and Manage Incidents:Efficiently triage and prioritize incidents and service requests using ServiceNow.User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow. -Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.Work Schedule: Monday - Friday Onsite
Qualifications:
Proven experience in a Service Desk or IT support role.Required 2 years of technical support experience.Proficiency in using ServiceNow for incident and request management.Excellent communication and interpersonal skills.Strong problem-solving abilities and technical troubleshooting skills.Ability to work effectively in a high-demand environment with challenging users.Commitment to maintaining a high level of customer satisfaction.
Preferred Qualifications:
Previous experience in a similar Service Desk or support and problem resolution role.Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role. Familiarity with remote support tools and techniques
Job Description:
Triage and Manage Incidents:Efficiently triage and prioritize incidents and service requests using ServiceNow.User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow. -Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.Work Schedule: Monday - Friday Onsite
Qualifications:
Proven experience in a Service Desk or IT support role.Required 2 years of technical support experience.Proficiency in using ServiceNow for incident and request management.Excellent communication and interpersonal skills.Strong problem-solving abilities and technical troubleshooting skills.Ability to work effectively in a high-demand environment with challenging users.Commitment to maintaining a high level of customer satisfaction.
Preferred Qualifications:
Previous experience in a similar Service Desk or support and problem resolution role.Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role. Familiarity with remote support tools and techniques