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IT Service Desk Technician

Hybrid in Atlanta, GA, US • Posted 2 hours ago • Updated 2 hours ago

Contract W2

11 Months

No Travel Required

Hybrid

$27 - $30/hr

Acumen Velocity

Fitment

Dice Job Match Score™

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Job Details

Skills

ITIL
IT Service Management
Microsoft Office
Microsoft Windows
Technical Support
Help Desk

Summary

Agency: Department of Community Affairs (DCA)

The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.

LOCAL CANDIDATES ONLY - Selected candidates will be expected to work onsite when required.

Essential Duties and Responsibilities:

Customer Support

• Serve as the first point of contact for IT incidents, service requests, and technical inquiries.

• Provide remote, phone, email, chat, and desk-side technical support to end users.

• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.

• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.

• Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).

Incident, Request & Problem Management

• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.

• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.

• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.

• Monitor ticket queues and ensure timely follow-up and closure.

Endpoint & Device Support

• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.

• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.

• Support printers, scanners, webcams, docking stations, and other peripheral devices.

• Perform workstation moves, adds, changes, and equipment replacements.

Identity & Access Management

• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.

• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.

• Assist with onboarding, offboarding, and access provisioning activities.

Microsoft 365 Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.

• Assist users with collaboration tools and cloud-based productivity applications.

• Troubleshoot synchronization, licensing, and authentication issues.

Hardware Asset Management

• Receive, inventory, assign, track, and recover IT assets.

• Maintain accurate hardware inventory records within ServiceNow Asset Management.

• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.

• Assist with inventory audits and asset reconciliation.

Collaboration

• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.

• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Minimum Qualifications

• High School Diploma or GED.

• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.

• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.

Preferred

• Bachelor''s degree in Information Technology, Computer Science, Information Systems, or related field.

• Experience supporting state or local government environments.

Preferred Technical Experience

Experience supporting:

• Microsoft Windows 11

• Microsoft 365

• Microsoft Teams

• Microsoft Outlook

• Microsoft Entra ID (Azure AD)

• Active Directory

• Microsoft Intune

• Windows Autopilot

• ServiceNow

• Cisco Webex

• VPN technologies

• Multifactor Authentication (MFA)

• Network printers

• Hybrid cloud environments

• Hardware Asset Management (HAM)

• Basic Software Asset Management (SAM)

Knowledge, Skills, and Abilities

• Strong customer service and communication skills.

• Excellent troubleshooting and analytical skills.

• Ability to diagnose hardware, software, and network issues.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Strong documentation and organizational skills.

• Ability to explain technical concepts to non-technical users.

• Ability to work independently and collaboratively within a team.

• Knowledge of ITIL service management principles.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91171958
Position Id: 9034951
Posted 2 hours ago

Company Info

About Acumen Velocity

Acumen Velocity (Acumen Infotech LLC) provides cloud consulting, CRM implementation & Integrated productivity app implementation services to Healthcare and financial services companies.

Cloud consulting : We help application migration, data migration, data management & big data analytics via cloud solutions, API’s and platform architectures to help organizations leverage economies of scale via Google cloud platform solutions.

CRM implementation: We implement Hubspot, which is the worlds top automation platform for marketing and sales that is used by SAAS, small -and medium businesses. We help with campaign management, ad management, email marketing and contact management services & solutions on the Hubspot platform.

Productivity : Acumen provides implementation of productivity tools with GSuite. These include Gmail, Docs, Drive, Calendar, Meet for business. These tools are seamlessly integrated into the google cloud platform & the CRM to provide businesses with a 360 view of their marketing, sales, productivity and business apps.

Thus, we enable companies to operate in an agile & cloud integrated environment by leveraging - centralized security & management to improve security & efficiency by eliminating software & hardware purchases, licensing costs, administrative overheads & helping IT operate in an OPEX model rather than CAPEX.

Acumen Velocity is a Google cloud select partner in North America & a Hubspot Silver partner in North America.

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Contact the job poster

Vani Kalai

Recruiter @ Acumen Velocity

View Profile

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