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Authority Brands · 1 week ago

Helpdesk Technician

Atlanta, GA

Full-time

Onsite

New Grad, Entry Level

Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ. The Helpdesk Technician is responsible for providing technical support and assisting end users with their technical duties and issues, ensuring fast and effective resolutions to support requests.

FranchiseHome and GardenHome ServicesJanitorial Service

No H1B

Responsibilities

Serve as the first point of contact for users (Tier 1) seeking technical assistance

Provide on-site support for C suite executives

Communicate with users over the phone, via email and through the ticketing system

Perform remote troubleshooting of hardware and software through diagnostic techniques and asking pertinent questions

Identify the correct solutions to incidents based on the issue and details provided by the user

Triage and prioritize helpdesk support requests

Assist in meeting setup and support with corporate business meetings

Work on multiple systems from different business units

Escalate unresolved issues to the next level of support personnel (Tier 2)

Update helpdesk tickets with all relevant information including problem descriptions, work performed, user communications and final resolutions

Identify and suggest possible improvements to helpdesk policies and procedures

Be able to build documentation/SOP’s as needed

Setup new user/replacement workstations for both remote and in-person staff

Manage site IT equipment inventory and provide necessary support for on-site networking equipment

Assist the IT department as needed

Qualification

Helpdesk Technician experienceAzureOffice 365Windows 10/11Zendesk ticket systemTechnical troubleshootingCustomer-orientedSolution orientationCommunication skills