IT Service Desk Technician

Job Description

Job Description

Job Title: IT Service Desk Technician
Requisition Code: HDSS Help Desk Support Specialist 2
Client: Georgia Department of Community Affairs (DCA)
Location: 60 Executive Park South NE, Atlanta, GA 30329
Work Arrangement: Hybrid
Interview Type: Web Cam or In Person
Duration: 08/24/2026 06/30/2027
Openings: 2
Submission Limit: 4 candidates per vendor
Local Candidates: Required

Position Overview

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 role serves as the primary point of contact for IT support requests and is responsible for ensuring timely resolution of incidents and service requests while delivering strong customer service.

The technician will support endpoint devices, Microsoft 365 services, identity and access management, asset lifecycle activities, and enterprise business applications in a hybrid IT environment.

Key ResponsibilitiesCustomer Support

• Serve as the first point of contact for IT incidents, service requests, and technical questions
• Provide desk-side, phone, email, chat, and remote support to end users
• Troubleshoot and resolve hardware, software, connectivity, printing, mobile device, and application issues
• Escalate more complex issues to the appropriate IT teams while maintaining communication and ownership
• Deliver high-quality customer service while meeting established SLAs

Incident, Request, and 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
• Monitor ticket queues and ensure timely follow-up and closure

Endpoint and 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 peripherals such as printers, scanners, webcams, docking stations, and related devices
• Perform workstation moves, adds, changes, and equipment replacements

Identity and Access Management

• Create, modify, and disable user accounts in Microsoft Entra ID (Azure AD) and Active Directory
• Support password resets, MFA, and account lockouts
• Assist with onboarding, offboarding, and user access provisioning

Microsoft 365 Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services
• Help users with collaboration tools and cloud productivity applications
• Troubleshoot authentication, licensing, and synchronization issues

Hardware Asset Management

• Receive, inventory, assign, track, and recover IT assets
• Maintain accurate hardware inventory records in 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 external vendors
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT initiatives

Minimum Qualifications

• High school diploma or GED and at least 2 years of experience providing technical support in a Help Desk or Service Desk environment

OR

• Associate degree in Information Technology, Computer Science, or a related field and at least 1 year of technical support experience

Preferred Qualifications

• Bachelors degree in Information Technology, Computer Science, Information Systems, or a 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
• Multi-Factor Authentication (MFA)
• Network printers
• Hybrid cloud environments
• Hardware Asset Management (HAM)
• Basic Software Asset Management (SAM)

Required Skills

• 2 years of experience providing technical support in a Help Desk or Service Desk environment

Highly Desired Skills

• Experience supporting Microsoft Windows 11
• Experience supporting Microsoft 365
• Experience supporting Microsoft Teams
• Experience supporting Microsoft Outlook
• Experience supporting Microsoft Entra ID (Azure AD)

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 manage multiple priorities in a fast-paced environment
• Strong documentation and organizational skills
• Ability to explain technical concepts to non-technical users
• Ability to work both independently and collaboratively
• Knowledge of ITIL service management principles