Help Desk Support Specialist

Granquartz - Suwanee, GA

Full-time - Entry Level

Suwanee, GA

Wholesale Trade Agents and Brokers

About the position

The Help Desk Support Specialist at Pearlman Group is responsible for providing technical support and troubleshooting for software, hardware, and network issues. Reporting to the IT Operations Manager, this role involves diagnosing and resolving technical problems, maintaining business applications, and collaborating with business leaders to develop new solutions. The ideal candidate will have strong communication skills and the ability to manage multiple projects effectively.

Responsibilities

• Serve as the initial contact for reporting technical issues and answering questions regarding software/hardware/network issues.
• Accurately diagnose and resolve technical issues.
• Implement steps found in available resources using remote access and user admin tools.
• Escalate issues to appropriate resources when necessary.
• Document requests for assistance in the ticket management system and track incidents through to resolution.
• Prioritize work and manage multiple tasks effectively.
• Collaborate as part of a customer-oriented team and support organizational goals.
• Perform other duties and projects as assigned.

Requirements

• At least 3 years of experience in a technical support or helpdesk role.
• Systems Administration skills with Windows Servers, SQL, and VMWare.
• Proficiency with current Windows operating systems; server and desktop OS.
• Experience with Azure Active Directory and Exchange.
• Experience with O365 Administration supporting Intune, MFA, and Self-Service Password Tools.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware onsite and remotely.
• End-User desktop support, mobile device support, email support, phone support.
• Proficient experience using Outlook, Word, Excel, and PowerPoint in a Windows operating system.
• Experience with Cisco VOIP phone system and call center management preferred.
• Minimum of an associate degree in a related discipline or 2+ years of directly related experience.

Nice-to-haves

• Master's degree in a related field.