Help Desk Representative I

RESPONSIBILITIES:
Kforce has a client that is seeking a Help Desk Representative I in Birmingham, AL. The role is based in Atlanta, GA and will have a hybrid schedule (3 days in office/week). This is a contract-to-hire role reporting to the Help Desk Manager.

Summary:
We are hiring a Level 1 Windows Technical Support Analyst to join our help desk team supporting end users in a fast-paced IT environment. This position provides the first line of technical support for all incoming IT issues related to Windows environments, hardware, software, and connectivity.

Primary Responsibilities:
* Identify, investigate, and resolve user questions and problems related to IT systems and applications
* Answer incoming support calls and chats, logging all details in the ticket tracking system (e.g., ServiceNow)
* Research and isolate issues related to Windows OS, Office 365, and basic networking
* Refer more complex technical issues to Level II support personnel
* Deliver excellent customer service and maintain strong communication with end users
* Ensure timely and accurate problem resolution according to established SLAs
* Participate in a rotating Saturday morning support schedule (every 6-8 weeks)

REQUIREMENTS:
* High School diploma or GED
* Active CompTIA Security+ certification (or equivalent such as SANS)
* Technical training and at least 2 years of personal computer troubleshooting and problem resolution, or field/remote technical support
* Proficient in the current Windows operating system, Microsoft 365, and common productivity tools
* Experience with ServiceNow, Active Directory, PCOMM, web browsers, and networking protocols (TCP/IP, LAN/WAN)
* Strong analytical and problem-solving skills
* Excellent verbal and written communication, organizational ability, and multitasking capability
* Strong customer service orientation with a professional and helpful demeanor
* Able to work independently with minimal supervision
* Must be located in Atlanta, GA - remote to start, hybrid onsite later

Preferred Qualifications:
* Relevant college coursework or certifications
* Certified Help Desk Professional (CHDP)
* Microsoft 365 Certified: Fundamentals
* Previous experience supporting remote users or experience within financial services or banking environments
* Familiarity with Regions systems or tools is a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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