Technical Service Administrator, Level 2
- USA
- Temporary
- Full-time
Type:6-Month Contract)
Location: Atlanta, GA (Hybrid - 3 Days Onsite)Position Summary:
We are seeking a skilled and customer-oriented Level 2 Service Desk Analyst for a 6-month contract assignment based at our client's site in Dunwoody, GA. The ideal candidate will be a proactive problem-solver with experience providing advanced technical support in a dynamic environment. This role requires excellent communication skills and a proven ability to work cross-functionally with internal IT departments and outsourced support teams to ensure seamless issue resolution.Key Responsibilities:
- Serve as a primary escalation point for complex technical issues from Level 1 support, providing timely and effective solutions to end-users.
- Diagnose, troubleshoot, and resolve hardware (desktops, laptops, mobile devices, peripherals) and software issues (Windows OS, Microsoft 365, business applications).
- Manage user accounts, permissions, and access control in Active Directory and Azure Active Directory.
- Collaborate closely with internal teams (e.g., Network Operations, Systems Engineering, Cybersecurity) and external vendors or managed service partners to resolve escalated incidents and service requests.
- Document, track, and monitor all support incidents and requests in the ITSM tool (e.g., ServiceNow, Jira), ensuring detailed and accurate records of solutions.
- Assist with IT projects, including hardware refreshes, software deployments, and system migrations.
- Contribute to the creation and maintenance of the IT knowledge base to improve first-call resolution rates.
- Provide a high level of customer service, maintaining clear and consistent communication with users throughout the support process.
- 3+ years of experience in a Level 2 Service Desk or Desktop Support role.
- Demonstrated experience working in a multi-team environment, effectively collaborating with internal IT staff and outsourced partners.
- Strong proficiency in troubleshooting Windows 10/11, Microsoft 365 Suite, VPN clients, and other standard enterprise software.
- Hands-on experience with Active Directory for user and group management.
- Familiarity with ITIL principles and experience working with modern ITSM/ticketing systems.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to manage and prioritize multiple tasks in a fast-paced environment.
- Must be able to reliably commute and work onsite in Dunwoody, GA, for three scheduled days per week.
- Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate).
- Experience with remote management and software deployment tools (e.g., Microsoft Intune, SCCM).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).