Information Technology | Atlanta

Help Desk Technician

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Job description.


22squared is looking for a Help Desk Technician to join their Information Technology team. 

  • DUTIES AND RESPONSIBILITIES:
    • Respond quickly and effectively to requests for technical assistance in person, remotely, via chat or email to the end user’s satisfaction.
    • Diagnose and resolve technical hardware and software issues
    • Research questions using available information resources following help desk procedures
    • Log all help desk interactions in helpdesk tracking software
    • Identify and escalate situations requiring urgent attention
    • Inform other IT team members of recurring problems.
    • Stay current with system information, changes and updates
    • Identify and suggest possible improvements on procedures
    • Onboard and Offboarding of users – provision/deprovision all required system accounts.
    • Image, install applications, and configure new machines and associated peripherals
    • Support and maintain remote audio/video/collaboration tools
    • Maintain a current and accurate inventory of all equipment, software and software licenses
    • Maintain daily performance of computer systems.
    • Follow up with users to ensure issue has been resolved.
  • POSITION REQUIREMENTS:
    • Strong knowledge of Apple hardware and Mac OS X as well as some Microsoft Windows.
    • Be able to work independently and as a part of a team.
    • Experience with help desk needs, reporting, time management and prioritization.
    • Should be familiar with the following technical tools: Adobe Creative Cloud Apps, Google Apps, ZenDesk, Asset Panda, Jamf Pro, Slack, Sophos, Active Directory, and Mobile Device management.
    • Experience supporting creative individuals in an agency or other creative environment
    • Basic to Intermediate understanding of macOS and Windows security
    • Basic to Intermediate experience of Active Directory Users and Computers
    • Basic to Intermediate understanding of Soc 2 compliance requirements
    • Basic understanding of telecom solutions including and VOIP phone system
    • 3 – 5 years of relevant experience
    • Apple Certifications a plus
  • COMPETENCIES:
    • Communication – Must be able to communicate in both written documentation and verbal capacity. Will be required to assist in training initiatives internally.
    • Positive attitude – a high level of enthusiasm, motivation and resilience; a sense of urgency to obtain results; an ability to maintain a positive attitude when under pressure; an ability to keep things in perspective.
    • Respect – a commitment to treat employees, clients and vendors with respect; a willingness to be respectful of others’ opinions and ideas; a commitment to respect the work.
    • Dependability – a reputation for doing what you say you are going to do; a willingness to go beyond the call of duty.
    • Integrity – a track record of doing the right thing for the right reason; honesty and sincerity; earning the trust of clients and employees; maintaining strict standards of confidentiality.
    • Commitment to quality – ability to provide users with outstanding customer care and service at all times; a demand for excellence in all forms of communication; always looking after the smallest detail.
    • Creativity – a reputation for innovative thinking; working with an entrepreneurial spirit.
    • Professionalism – demonstrate maturity in handling confidential matters; a consistent business-like demeanor and performance; common sense and good judgment.
  • PHYSICAL REQUIREMENTS:
    • Must be able to lift up to 50 lbs.
    • Sitting, standing, and walking in office setting.
    • Flexibility to work after hours and on weekends as needed.