Helpdesk Technician/Systems Administrator

Acumen, LLC, a research and consulting firm in the areas of health and social policy, is seeking a full-time Helpdesk Technician for our Athens, GA office to support the staff of the firm.  This position will offer growth opportunity to expand technical knowledge and skills.

The applicant will be expected to:

• Provide customer service support via phone and ticketing system
• Perform password resets, software installation, printer troubleshooting, computer equipment replacement, configuration and troubleshooting of VPN accounts, and escalation of ticket(s) to the appropriate IT staff member as necessary
• Create new hire accounts, deploy new computers, and troubleshoot basic network connectivity
• Assist in the maintenance and administration of Avaya Telecom systems
• Maintain internal documentation
• Participate in an IT on-call weekly rotation
• Perform other responsibilities as required
• IT team members generally work in teams, but may take lead responsibility for major subtasks.

Qualifications:

• Associates degree in a technological field or equivalent work experience required
• 1-2 years of experience in Helpdesk and Tech Support environment
• Experience with Windows 8/10, Mac OS X, and Microsoft Office 2013/2016
• Working knowledge of Active Directory and Windows server administration
• Proficiency in constructing and destructing computer hardware
• Understanding of networking fundamentals
• Must have enthusiasm and be a quick learner, with strong attention for details
• Ability to work independently and multi-task in a dynamic environment
• Excellent collaborative, communication, and customer engagement skills
• Proven organization, problem solving, and analytical experience
• Able to work late shifts & weekends, if needed
• Experience with phone system administration is a plus
• 1-2 years of working knowledge with ticketing systems is a plus

This is a full-time, onsite position at our Athens, GA office.