Tier 1 Help Desk Technician Position Available In Fulton, Georgia
Tallo's Job Summary: The Tier 1 Help Desk Technician position at 5Q Partners, LLC in Sandy Springs, GA involves maintaining service performance levels, documenting operational procedures, and providing support for client end users experiencing IT difficulties. Responsibilities include owning reported issues, analyzing data trends, and escalating complex problems. The role requires strong communication skills and a focus on continuous process improvement.
Job Description
Tier 1 Help Desk Technician 5Q Partners, LLC Sandy Springs, GA 30342 Client Services Advocate
ABOUT 5Q
5Q is a privately-held Atlanta-based company with offices in Dallas, Washington, D.C., Boston, New York, and Minneapolis. 5Q provides the full spectrum of technology solutions. Our service teams – 5Q LeadRE, 5Q Connect, 5Q Cyber and 5Q TechIQ – offer CIO and CISO level leadership, cyber security strategy, help desk support, onsite IT operations, and more. Through our decades of IT and cyber security experience, we supply enterprise-level support that maximizes network security, connectivity, and efficiency. The company’s team of operators and consultants have all established their careers in industry-specific business processes and technology solutions. 5Q understands the intricacies and inner workings of commercial real estate’s legacy technology systems.
PURPOSE OF POSITION
The role of the Client Services Advocate (Tier 1 Support) is to maintain proper operating and performance levels for all services provided. This individual will make sure the operational procedures and support processes are documented and executed smoothly and consistently to ensure the Client’s business performs as required. A strong focus on data analysis, trend identification and continuous process improvement is imperative to the success of this position. Be the single point of contact, for Client end users, that might be experiencing procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed. However, the Client Services Advocate is the face of 5Q Support for the Client(s) and is ultimately responsible to ensure services and support are working optimally and efficiently.
MAJOR RESPONSIBILITIES & ACCOUNTABILITIES
Primary ticket owner for all issues reported Subject Matter Expert for knowledge/information specific to the assigned Client(s) Work closely with the Service Desk Manager to keep them up to date on salient topics Ownership of Client Documentation ensuring accuracy and completeness at all times Daily, Weekly & Monthly Analytics Urgent / Hot Tickets (Matters that need special attention) Stale Tickets (Open
