Job Description

Help Desk / Service Desk Analyst I

Location: 241 Ralph McGill Blvd , Atlanta, GA 30308
Client- Georgia Power

We are seeking a motivated Help Desk / Service Desk Analyst I to provide frontline technical support to internal users. This role is responsible for diagnosing and resolving hardware and software issues while delivering exceptional customer service.

The ideal candidate is analytical, self-driven, and capable of managing multiple priorities in a fast-paced IT support environment.

Key Responsibilities

Technical Support & Troubleshooting

• Provide phone-based technical support for internal employees.
• Troubleshoot hardware and software issues to resolution.
• Fulfill service requests accurately and within defined SLAs.
• Escalate complex issues when necessary.

Incident & Request Management

• Log, track, and update tickets within the service management system.
• Ensure timely resolution of incidents and service requests.
• Provide clear communication and status updates to users.

Customer Support

• Deliver professional and courteous customer service.
• Communicate technical information clearly to non-technical users.
• Assist users with enterprise systems including ASCEND and other technology platforms.

Must-Have Skills

• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks and priorities simultaneously.
• Ability to make sound decisions with minimal supervision.
• Self-starter with initiative and independent thinking.
• Strong customer service orientation.
• Excellent written and verbal communication skills.

Nice-to-Have Skills

• Understanding of IT infrastructure and telecommunications transport.
• Knowledge of LAN/WAN technologies.
• Familiarity with access technologies and telecom terminology.
• Working knowledge of mainframe systems and related applications.
• Experience with BMC Helix / SmartIT Event Management System

Technical Skills Summary

• Desktop & Application Support
• Incident Management
• LAN/WAN Fundamentals
• Telecom Basics
• Service Desk Ticketing Systems
• Remote Troubleshooting