IT Service Desk Technician
Location: Roswell, GA
Job Type: Contract To Hire
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
The IT Service Desk Technician plays a vital role in delivering outstanding technical support to end users across various locations, ensuring the smooth operation of computer systems, software applications, and telecommunications equipment. As an integral member of a dynamic team, the IT Service Desk Technician is responsible for resolving a wide range of technical issues remotely, utilizing established ticketing systems such as ServiceNow. This position is well-suited for individuals with a passion for technology and a commitment to providing excellent customer service in a fast-paced, collaborative environment.
In this role, the IT Service Desk Technician will leverage extensive experience in computer hardware and software troubleshooting, as well as knowledge of networking and telecom solutions, to effectively address user challenges. The ability to support tier 2 or higher technical issues, including those related to thin-clients, laptops, tablets, desk phones, printers, and scanners, is essential for success. Additionally, expertise with Citrix infrastructure, Active Directory, and VPN solutions is highly valued, as is a proven track record of working within a B2B IT support environment.
Utilizing the ServiceNow ticketing system, the IT Service Desk Technician will efficiently manage, prioritize, and resolve service requests, ensuring timely communication with end users and adherence to service level agreements. This position offers a unique opportunity to work with a leading organization, benefit from a comprehensive compensation package, and contribute to a culture of innovation and excellence.
Working in Roswell, Georgia, provides the opportunity to be part of a vibrant community with access to a thriving business sector and a supportive team environment. The IT Service Desk Technician position is designed for individuals seeking to advance their careers in IT support, while also enjoying robust benefits, professional development opportunities, and a positive workplace culture.
IT Service Desk Technician - Summary- Remote technical support for hardware, software, and telecommunications
- Troubleshooting tier 2 or higher technical issues
- Utilization of ServiceNow ticketing system
- Collaboration with a dynamic and experienced IT team
- Opportunity to develop and grow within a leading industry organization
- Provide remote assistance to end users experiencing hardware, software, or networking issues
- Troubleshoot and resolve technical problems related to computers, thin-clients, laptops, tablets, desk phones, printers, and scanners
- Use ServiceNow to log, track, and manage service requests efficiently
- Diagnose and resolve network, telecom, and VPN connectivity issues
- Support and maintain Citrix infrastructure and Active Directory environments
- Communicate with users to gather information, provide updates, and ensure satisfactory resolution of issues
- Escalate complex incidents as appropriate, ensuring timely follow-up and documentation
- Collaborate with team members and other IT departments to share knowledge and resolve technical challenges
- Competitive compensation package reflective of industry standards
- Comprehensive benefits including medical, dental, vision, and life insurance
- Employee Stock Ownership Program
- Access to professional development and internal advancement opportunities
- Dedicated engagement manager to support career growth
- Recognition as a Best of Staffing Client and Talent Award winner multiple years in a row
- Minimum of 3 years' experience in B2B IT/technical support, providing remote phone-based assistance
- Proficiency in troubleshooting computer hardware and software at a tier 2 level or higher
- Experience supporting telecom, networking, and VPN solutions
- Familiarity with thin-clients, laptops, tablets, desk phones, printers, and scanners
- Hands-on experience with Citrix infrastructure and Active Directory
- Working knowledge of ServiceNow or similar ticketing systems
- Strong communication skills and a customer-focused approach
- Demonstrates patience, empathy, and professionalism when assisting users
- Adapts quickly to new technologies and changing environments
- Exhibits strong organizational and documentation skills
- Keen attention to detail and a commitment to resolving issues efficiently
- Enjoys working collaboratively as part of a team
- Has a genuine interest in continuous learning and career advancement in IT support
- Opportunity to join an organization with over 25 years of proven industry experience
- Supportive culture focused on employee success and engagement
- Work in a location that offers a vibrant professional community
- Commitment to diversity, equity, and inclusion in hiring and workplace practices
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are ready to take the next step in your IT career and become an essential part of a respected organization, apply today by clicking the job application button. Don’t miss out on this opportunity to grow professionally while making a meaningful impact through your technical expertise and customer service skills as an IT Service Desk Technician.