Job Description

<div>
 <strong>
  Job Title: DECAL Help Desk Support Specialist 1
  <br/>
  <br/>
  Location: Atlanta, GA 30334/Onsite
  <br/>
  <br/>
  Duration: 12+ months of contract with strong possibility of extensio
  <br/>
  <br/>
 </strong>
 <strong>
  Interview Process: In Person Only
  <br/>
  <br/>
 </strong>
 <strong>
  Work Schedule: Monday - Friday Onsite
  <br/>
  <br/>
 </strong>
 Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.
  </li>
  <li>
   User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.
  </li>
  <li>
   Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
  </li>
  <li>
   Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
  </li>
  <li>
   Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
  </li>
  <li>
   Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.
  </li>
  <li>
   Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
  </li>
  <li>
   Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Proven experience in a Service Desk or IT support role.
  </li>
  <li>
   Required 2 years of technical support experience.
  </li>
  <li>
   Proficiency in using ServiceNow for incident and request management.(2 YEARS)
  </li>
  <li>
   Excellent communication and interpersonal skills.
  </li>
  <li>
   Strong problem-solving abilities and technical troubleshooting skills.
  </li>
  <li>
   Ability to work effectively in a high-demand environment with challenging users.
  </li>
  <li>
   Commitment to maintaining a high level of customer satisfaction.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Previous experience in a similar Service Desk or support and problem resolution role.
  </li>
  <li>
   Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role.
  </li>
  <li>
   Familiarity with remote support tools and techniques
  </li>
 </ul>
</div>