IT Help Desk Technician Position Available In Cobb, Georgia

IT Help Desk Technician Logical Technology Solutions (LTS) Group Acworth, GA 30101 • Hybrid work About LTS Group Logical Technology Solutions Group is an IT solutions provider that aims to streamline businesses by offering modern technological solutions. We view their clients as partners and focus on improving efficiency, saving time and money, and helping businesses reach their goals. We are seeking a motivated and customer-focused L1 Help Desk Support Specialist to be the first point of contact for our users experiencing technical issues. In this essential role, you will provide prompt and effective technical assistance, troubleshooting and resolving basic hardware, software, and network problems, and escalating more complex issues to higher-level support teams. You will play a crucial part in ensuring the smooth operation of our IT systems and delivering excellent customer service.

Infrastructure and Networking:

Providing reliable IT infrastructure, server management and deployment, networking and Wi-Fi connectivity, and compute hosting solutions.

Cybersecurity:

Specializing in network security to protect assets and data, including firewalls, anti-virus, data filtering/encryption, and physical security cameras.

End Users:

asset (desktop, laptop, mobile) deployment and support. Installing and configuring hardware and software components. Upgrading systems to enable software compatibility and security.

Key Responsibilities:

Serve as the primary point of contact for all incoming IT support requests via phone, email, and ticketing system. Log, categorize, prioritize, track, and route all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation. Perform initial troubleshooting and diagnose basic technical issues related to desktops, laptops, mobile devices, printers, and common software applications. Assist users with password resets, account lockouts, and basic account management in Active Directory and other systems. Guide users through problem-solving steps and provide clear, step-by-step instructions to resolve common issues. Install and configure computer hardware, software, and peripheral equipment. Escalate unresolved or complex issues to L2 or L3 support teams following established escalation procedures, ensuring proper hand-off and communication. Monitor and follow up on outstanding tickets to ensure timely resolution and customer satisfaction. Maintain and update internal knowledge base articles and support documentation to improve future troubleshooting efforts. Provide accurate information on IT products, services, and policies. Collaborate with cross-functional teams to resolve issues and share best practices. Adhere to defined Service Level Agreements (SLAs) for response and resolution times. Participate in IT projects and initiatives as needed.

Qualifications:

High school diploma or equivalent required; Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. 1+ years of experience in a technical support, help desk, or customer service role. Strong proficiency in troubleshooting Windows and macOS operating systems. Familiarity with Microsoft Office Suite (e.g., Word, Excel, Outlook). Basic understanding of networking concepts (TCP/IP, Wi-Fi). Experience with ticketing systems (e.g., ServiceNow, Zendesk, ConnectWise) and remote desktop tools. Knowledge of IT security principles and data privacy regulations is a plus.

Skills & Competencies:

Exceptional Communication:

Excellent verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.

Customer-Centric Approach:

A strong commitment to providing excellent customer service and ensuring user satisfaction.

Problem-Solving:

Strong analytical and problem-solving skills with a keen attention to detail.

Adaptability:

Ability to adapt to changing technologies and environments.

Teamwork:

Ability to work independently and collaboratively within a team environment.

Patience and Empathy:

A patient and friendly demeanor, especially when assisting frustrated users.

Organizational Skills:

Strong organizational skills to manage multiple tasks and prioritize effectively.

Initiative:

Eagerness to learn new technologies and continuously improve processes. Must have reliable transportation.

Job Types:

Full-time, Part-time, Contract, Temp-to-hire Pay:

$15.00 – $20.00 per hour Expected hours: 30 – 40 per week

Benefits:

Flexible schedule Professional development assistance

Schedule:

Monday to Friday On call Weekends as needed

Experience:

IT Help desk: 1 year (Required) Ability to

Commute:

Acworth, GA 30101 (Required)

Work Location:

Hybrid remote in Acworth, GA 30101