Overview
Remote
On Site
Hybrid
USD 20.00 - 25.00 per hour
Full Time
Skills
Help Desk
Information Systems
AIM
SLA
Telecommunications
Network
Remote Support
ServiceNow
Issue Tracking
Technical Training
CompTIA
SANS
Microsoft Windows
Customer Service
Technical Support
Preventive Maintenance
Performance Management
Project Management
Banking
Financial Services
HIPAA
Data Security
Job Details
Desktop Services Help Desk Representative I
12-month contract to hire
Remote in Atlanta, GA until office space is secured; then hybrid (onsite Tues-Thurs)
Pay Range: $20.00 - $25.00per hr.
We are looking for a Desktop Services Help Desk Representative who applies the understanding and knowledge of information systems products and services to assist internal users. This role follows an 11:00 AM - 8:00 PM EST shift. In addition, you'll be part of a rotating schedule to cover Saturday mornings (8:00 AM - 1:00 PM EST), approximately once every 6 to 8 weeks.
RESPONSIBILITIES
12-month contract to hire
Remote in Atlanta, GA until office space is secured; then hybrid (onsite Tues-Thurs)
Pay Range: $20.00 - $25.00per hr.
We are looking for a Desktop Services Help Desk Representative who applies the understanding and knowledge of information systems products and services to assist internal users. This role follows an 11:00 AM - 8:00 PM EST shift. In addition, you'll be part of a rotating schedule to cover Saturday mornings (8:00 AM - 1:00 PM EST), approximately once every 6 to 8 weeks.
RESPONSIBILITIES
- Answer approximately 25 calls and/or 10-15 chats daily (around 100 tickets/week) via ServiceNow
- Aim for first call resolution; SLA to close tickets is 3 days or less
- Handle user questions/issues related to:
- Telecom
- Network
- Desktop support
- Enter all activity into the ServiceNow ticketing system
- High School Diploma or GED and technical training
- Minimum 2 years of IT experience outside of college
- Comptia Security + certification or equivalent such as SANS required for privileged access
- Strong Windows OS knowledge (Windows 11 upgrade in progress for 22,000 users)
- Excellent customer service skills
- Previous Tier I technical support experience preferred
- Schedule: Mon-Fri, 11:00 AM - 8:00 PM ET
- Saturday Rotation: Every 6-8 weeks, 8:00 AM - 1:00 PM ET
- Experience in banking or financial services
- Additional relevant IT certifications
- Familiarity with confidentiality protocols (HIPAA-style data protection)
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.