Help Desk Specialist Position Available In DeKalb, Georgia

Help Desk Specialist Providence Solutions Atlanta, GA Job Details Full-time $60,000 – $65,000 a year 5 hours ago Benefits Paid holidays Disability insurance Health insurance Dental insurance Paid time off Vision insurance Life insurance Qualifications Jira Federal Acquisition Regulations Microsoft Excel Management Computer Science Software troubleshooting Customer service Confidential Clearance Domestic procurement contract negotiation Mid-level Technical support Bachelor’s degree ITIL Contracts ServiceNow Business Administration Associate’s degree CompTIA Security+ Account management 2 years Communication skills Marketing CompTIA A+ Help desk Information Technology Full Job Description At Providence Solutions, we take pride in delivering innovative IT solutions and services to both commercial and federal clients. Our team is dedicated to achieving excellence across every project we undertake. We are seeking a motivated and results-driven professional to join our growing organization. This is an opportunity to be part of a collaborative and supportive environment where your contributions will directly impact our continued success.

Position Overview:

The Help Desk Specialist provides Tier I and Tier II technical support to end users on hardware, software, and network-related issues. This role serves as the first line of response to user inquiries and incidents, working to resolve technical problems efficiently and escalating unresolved issues when necessary. The specialist will support a high-availability environment with strict SLAs and be responsible for documenting, tracking, and monitoring incidents through resolution using the organization’s IT Service Management (ITSM) platform.

Key Responsibilities:

Respond to user support requests received via phone, email, or ticketing system (e.g., ServiceNow, Jira, OneView). Provide technical assistance for operating systems, enterprise applications, email, printers, and remote access tools. Troubleshoot and resolve Tier I/II issues or escalate to appropriate Tier III or functional support teams. Record all incidents and service requests accurately, ensuring proper categorization and priority. Follow SOPs and knowledge base articles to resolve issues and contribute updates as needed. Maintain compliance with FOH and federal IT security and access protocols, including account management and PIV/CAC support. Support the setup and deployment of new equipment, software patches, and system configurations. Participate in service improvement initiatives and end-user satisfaction tracking. Document all activities and ensure quality control per the contract’s Quality Assurance Surveillance Plan (QASP).

Qualifications:

Associate degree in Information Technology, Computer Science, or related field (Bachelor’s preferred). 2 years of relevant help desk or technical support experience. Familiarity with ITIL-based service management practices. Experience with federal IT environments and handling of Personally Identifiable Information (PII) or Controlled Unclassified Information (CUI) preferred. Excellent customer service, communication, and troubleshooting skills. Ability to obtain and maintain a Public Trust clearance. Certifications (preferred or required): CompTIA A+ , CompTIA Security+

Benefits Offered:

Health Insurance Dental Insurance Vision Insurance Life Insurance Short-Term Disability (STD)

Insurance Paid Federal Holidays:

10 days per year

Paid Vacation:

10 days of paid vacation annually Why Join Providence Solutions? At Providence Solutions , we are committed to creating an inclusive, innovative, and supportive work environment. As a member of our team, you will have the opportunity to directly impact the growth and success of the company. We offer competitive compensation, comprehensive benefits, and professional development opportunities to help you thrive in your career. If you have a passion for business development in the federal space and are looking to make a significant impact, we encourage you to apply and become a part of our dynamic team.

Job Type:

Full-time Pay:

$60,000.00 – $65,000.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Vision insurance

Schedule:

8 hour shift Monday to Friday Application Question(s): What active certifications do you have?

Security clearance:

Confidential (Preferred) Ability to

Commute:

Atlanta, GA 30349 (Required)

Work Location:

Hybrid remote in Atlanta, GA 30349