Help Desk Support Specialist 1 // Atlanta, GA // Onsite

Help Desk Support Specialist 1Location: 2 Martin Luther King, Jr. Drive SE, Suite 754, East Tower, Atlanta, GA 30334.Duration: 12+ months contractManaging 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.Key Responsibilities:Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.Qualifications:Proven experience in a Service Desk or IT support role.Required 2 years of technical support experience.Proficiency in using ServiceNow for incident and request management.Excellent communication and interpersonal skills.Strong problem-solving abilities and technical troubleshooting skills.Ability to work effectively in a high-demand environment with challenging users.Commitment to maintaining a high level of customer satisfaction.Preferred Qualifications:Previous experience in a similar Service Desk or support and problem resolution role.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.Familiarity with remote support tools and techniquesProficiency in using ServiceNow for incident and request management.