Service Desk Specialist

Job Summary

As a Service Desk Specialist, you’ll be the frontline of IT support, delivering Level 1 assistance to our internal teams. Your responsibilities will include diagnosing and resolving hardware and software issues, managing user accounts in Active Directory, and ensuring smooth day-to-day IT operations. Your work plays a vital role in upholding the reliability of our technology infrastructure and supporting the delivery of trusted, secure, and accurate services to our clients. If you're passionate about providing outstanding IT support and eager to be part of a team that values integrity and drives meaningful impact, we invite you to apply.

Duties and Responsibilities 

• Serve as a member of the IT Support and Service Desk team, responding to incidents and service requests submitted through InformData’s IT ticketing system.
• Provide Level 1 technical support via the Service Desk phone system, assisting employees with hardware, software, and access issues.
• Collaborate with other departments through observation and shadowing to identify opportunities for process improvement using technology.
• Participate in team and project meetings as needed, offering technical insights and support.
• Investigate and resolve bug-related tickets; escalate unresolved issues to Engineering with thorough documentation.
• Support the configuration and maintenance of client integrations to ensure seamless functionality.
• Install, troubleshoot, and repair computer hardware and software across the organization.
• Maintain a professional and helpful image of IT Support through clear communication and strong technical writing.
• Communicate effectively during application-related incidents, providing timely updates to stakeholders during crisis situations.
• Manage user onboarding and offboarding processes, including account setup and deactivation.
• Assist with computer builds, including preparing build kits for shipment and coordinating deliveries with UPS.

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Qualifications

Mandatory Qualifications:

• Proven experience in a role where effective communication is essential.
• Strong aptitude for learning new technologies to meet evolving business needs.
• Excellent organizational, time management, and communication skills.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.
• Skilled in prioritizing incoming requests and communicating urgency appropriately.
• Demonstrates confidence, empathy, patience, and a deep understanding of corporate and departmental goals when supporting users.
• Must successfully pass a comprehensive background check.
• Ability to work onsite at the Kennesaw, GA office as required.
• Proficiency with Microsoft Office 365, Windows 10, and Google Chrome.
• Strong problem-solving and critical thinking abilities. 

Preferred Qualifications:

• Pursuing or holding a degree in Computer Science, Information Technology, or equivalent professional experience.
• 1+ years of experience in technical or integration support.
• 1+ years of profess