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Help Desk Specialist - 1st Tier
Huff Powell & Bailey, LLC
- Location
- Onsite (Atlanta, Georgia)
- Employment
- Full-time
- Level
- Entry Level
Posted 1 week ago
About the Role
Huff, Powell & Bailey, LLC is seeking a 1st Tier Help Desk Specialist to provide essential technical support to end-users. This on-site role focuses on resolving hardware and software issues, ensuring smooth IT operations, and maintaining system security.
Skills
Windows OS
Microsoft 365
Troubleshooting
Customer Service
Hardware Support
Software Installation
Networking Basics
iManage
Zoom
Adobe Acrobat
Ticketing Systems
User Onboarding
Problem Solving
Communication Skills
Technical Support
Document Management
Full job details
Position Summary: As an on-site 1st Tier Help Desk Specialist for Huff, Powell, & Bailey, you will be the first point of contact for end-users experiencing technical issues. You will be responsible for providing efficient and effective support to resolve their problems and ensure the smooth operation of IT systems. Your role will involve troubleshooting hardware and software issues, assisting with system setups, and escalating complex problems to higher-level support teams as needed.
Essential Duties and Responsibilities include but are not limited to the following:
- Respond to support requests via phone, email, or ticketing system in a timely and professional manner.
- Diagnose and troubleshoot technical issues, including hardware and software.
- Provide end-user support for core business applications, including:
- Microsoft 365
- Document management systems (e.g., iManage)
- Zoom
- Adobe Acrobat
- Document all support activities, including problem descriptions, solutions, and follow-up actions, in the ticketing system.
- Collaborate with other IT team members to resolve complex issues and escalate unresolved problems to the appropriate level of support.
- Assist with the installation, configuration, and maintenance of software and peripherals.
- Ensure compliance with company IT policies, security standards, and data governance practices, particularly related to document management and access controls. Support onboarding and offboarding processes, including user account setup, device provisioning, and access to systems such as Microsoft 365.
- Perform other duties as assigned.
JOB KNOWLEDGE, SKILLS, CORE COMPETENCIES AND EXPECTATIONS:
- Strong knowledge of the Windows operating system, as well as common software applications, e.g. MS Office, Adobe, Zoom, etc.
- Ability to learn new software quickly, background in legal software is a plus.
- Basic understanding of networking concepts and troubleshooting techniques.
- Excellent communication, interpersonal, and customer service skills, with the ability to support users at all technical levels.
- Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment. Ability to work independently and as part of a team.
Certification in IT support, such as CompTIA A+ or Microsoft Certified Professional (MCP) a plus.
MINIMUM QUALIFICATIONS
Education/Experience:
- High school diploma or G.E.D.
- At least 1 year of experience in a help desk or technical support role
PHYSICAL DEMANDS
- Use arms, hands and fingers to perform daily tasks.
- Ability to see and hear well (naturally or with correction).
- Sitting for extended periods of time in an office environment.
- Must be able to lift and carry computer equipment as needed, up to 20 lbs.
- Must be able to work in a constant state of alertness and maintain a safe work environment.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. They do not constitute an employment agreement between the employer and employee; other duties may be assigned as the needs of the employer and requirements of the job change for the company’s overall benefit.
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