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IT Service Desk Technician

Posted on Oct 10, 2020 by The Royak Group Inc.

Norcross, GA 30003
12 Oct 2020
$52k - $52k Annual

The IT Service Desk Technician's role provides technical support to company's partners and contractors facing problems related to hardware, software and networking. Will be responsible for troubleshooting problems faced by company's PCs, laptops, CITIRX thin clients and mobile phones by iden tifying issues, documenting and analysing them. Will receive trouble tickets (Incidents or Service Requests) raised by users through emails, telephones or in-person, as they are the single point-of-contact for all company's partners to report IT related issues. Position is first shift (8:30am - 5:30pm).


  • Manage Service Desk tickets in a timely manner

  • Respond to customer issues via phone, service portal and walk in requests

  • Provide excellent IT Customer Support Service

  • Document all partners IT issues and interactions

  • Troubleshoot to resolve all partners reported issues or service requests

  • Escalate issues to the next Tier with next level of difficulty

  • Install, make changes and repair computer hardware and software

  • Follow-up with customers to ensure issues are resolved

  • Handle any Incidents or Service Requests assigned by their IT Service Desk Manager or Executive Director

  • Proficient utilizing Active Directory, Exchange and troubleshooting of Network Printers

  • Knowledge, understanding and troubleshooting of CITRIX, Thin Clients and Windows Embedded Clients

  • Knowledge, understanding and troubleshooting of, Laptops, iPhones and iPads

  • Strong Service Desk Best Practices, working on a fast pace technical support call center environment.


  • 5+ years of experience supporting end user devices PC's, tablet PC, Thin Client devices, printers, faxes in a Windows and Citrix environment.

  • Proficiency with Microsoft Office 365

  • Windows Operating System and Internet Applications

  • Customer Service Experience

  • Thin Client Devices (working technical knowledge of current Thin Client technologies and standards).

  • Hardware troubleshooting experience.

  • Strong, hands-on technical knowledge of WYSE, Microsoft and Apple end user device systems.

  • Excellent verbal and written communication skills

  • Bachelor's Degree

  • A+ Certification, MCP, MCDST

Reference: 968215687

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