Help Desk Support Specialist 1

• ServiceNow Support Specialist Location: Atlanta, GA 30334 Managing 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.

• 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.

• Friday Onsite 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.

• 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 techniques