Service Desk

Addison Group is seeking a skilled Service Desk Technician in Atlanta, GA, to provide essential technical support to end-users. This part-time role involves diligently monitoring and responding to service desk requests, resolving a range of technical issues to ensure end-user satisfaction. Responsibilities include modifying configurations for end-user devices, testing various hardware and software, and performing Level 1 network monitoring. You will also assist with the crucial onboarding and offboarding processes for new and departing employees, and help maintain the organization’s asset management tracking system, including equipment and software licenses. This position requires distributing equipment, systematically interpreting user problems to identify solutions and potential side effects, and leveraging experience and database information to address issues. You will also be responsible for escalating complex or unresolved incidents, meticulously recording and tracking all issues from initiation to completion, and responding to day-to-day operational needs during change periods to avoid service disruptions and maintain compliance with SLAs and information security requirements. Furthermore, you will respond to common service requests by providing information for fulfillment and promptly allocate unresolved calls to the appropriate teams, while maintaining comprehensive records and informing users of actions taken.