Technical Support Analyst

Location: Johns Creek

Our client is a leading organization in need of experienced Desktop Technical Support Consultants for a long-term contract position. We are seeking highly skilled professionals who can provide exceptional on-site end-user computing support. As a Desktop Technical Support Consultant, you will have the opportunity to investigate, troubleshoot, and resolve hardware, software, network, and instructional technology incidents.

Responsibilities:

Provide comprehensive technical assistance:

Troubleshoot IT technology in classrooms, media centers, administrative facilities, and support offices.

Resolve hardware, software, network, and instructional technology incidents promptly and effectively.

Ensure minimal disruption to end-users by providing timely support.

Manage service requests:

Utilize the ticketing system to efficiently handle service requests.

Adhere to Service Level Agreements (SLAs), including response time and resolution time.

Communicate bi-directionally to keep all stakeholders informed about the status of IT incidents and planned IT initiatives.

Assist with network maintenance and repairs:

Collaborate with service desk personnel to maintain a smooth-running network.

Respond to on-site network-related repair requests promptly and professionally.

Document LAN wiring diagram, including wiring closet identification, configuration, and drop identification.

Device and workstation setup:

Set up new devices, workstations, and print stations, ensuring optimal functionality.

Assign default printers and configure necessary settings.

Inventory management and record-keeping:

Maintain a comprehensive data catalogue of hardware inventory.

Perform record-keeping functions related to hardware locations, assignments, quantities, types, and required repairs.

Manage start-up and end-of-year processes efficiently.

Required Skills:

Minimum of 5 years of experience providing end-user support in an enterprise-level organization, administering a Windows or Mac computing environment, or working with WAN/LAN environments.

Microsoft Certification (MCP or MCSE) or any desktop support certifications are highly desirable.

Strong understanding of technology hardware, including desktop computers, laptops, tablets, smartphones, printers, projectors, smart boards, scanners, and digital cameras.

Proficiency in one or more operating systems, such as Microsoft, Mac, or Linux.

Familiarity with IT support tools, such as Active Directory, Remedy, or LANdesk.

Working knowledge of PC/LAN application software, including word processing (MS Word), spreadsheets (MS Excel), email (MS Outlook), and internet browsers (Internet Explorer, Chrome, Safari).

Additional Information:

Reliable transportation is required to travel to different locations within Metro Atlanta. Mileage reimbursement is available.