Remote 3rd Shift Help Desk

JOB TITLE: Remote 3rd Shift Help Desk Support SpecialistJOB LOCATION: Remote in the Atlanta GA areaWAGE RANGE*: $19hr to $20hrJOB NUMBER: RQ200145REQUIRED EXPERIENCE:Must obtain a Public Trust before startingThe position will cover the weekday overnight shift, Monday - Friday (9PM-6AM)Experience troubleshooting Windows 10 and Windows 11, Office 365 and strong ability to support MS Outlook.• High School Diploma or GED and 2+ years of IT related experience troubleshooting hardware and software, and connectivity issues.• Professional customer service skills with the proven ability translate technical findings.• IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 10 / Office 365 (preferably in a high-volume IT call center environment)• Familiarity with an SLA driven environment.• Experience troubleshooting Windows 10 and Windows 11, Office 365 and strong ability to support MS Outlook.• Experience troubleshooting general networking, wireless, and connectivity problems; and knowledge/experience with remote desktop and VPN.• Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac, Blackberries and any new emerging technologies.• Software knowledge/experience with Active Directory, Internet Explorer, and Adobe• Knowledge of a Ticketing System.JOB DESCRIPTION:Our client is looking for a Technical Help Desk Support Specialist to join their team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Atlanta, GA. In this role, you provide 100% phone support troubleshooting technical problems and advising users on the appropriate action for resolution on a wide range of technologies and issues. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.RESPONSIBILITIES:• Provide outstanding customer support assistance via phone and email in Windows 10, 11 and MAC environments / Office 365.• Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner.• Meet SLAs in a high-volume call center environment.• Utilize solid MS Office application experience to troubleshoot customer issues.• Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively. VPN Client Support• Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.• Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS device, Apple/MAC. Troubleshoot other emerging technologies such as MS Teams, Smart Card/CAT card support, SecurID, etc.Desired Skills/Experience:• Knowledge in Citrix, MS Teams, Smart Card/CAT card support, SecurID• Technical Certifications - such as MS Certified Desktop Support Technician (MCDST) and MS Certified Systems Administrator (MCSA); HDI Customer Support Specialist Certification 9CSS) or HDI Help Analyst Certification (HDA)Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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