IT Service Desk Technician

About the role

Varmoda is looking for an IT Service Desk Technician to provide first- and second-level support to the Georgia Department of Community Affairs. The role is the primary point of contact for incidents, service requests and technical inquiries, delivering remote, phone, chat and desk-side assistance across a hybrid environment.

Key responsibilities

• Receive and log IT incidents and service requests in ServiceNow, categorizing and prioritizing them according to service-level agreements.
• Provide remote, phone, email, chat and on-site support for hardware, software, network connectivity, mobile devices, printers and business applications.
• Configure, image, deploy and maintain Windows 11 desktops and laptops using Microsoft Intune and Windows Autopilot.
• Support Microsoft 365 services including Outlook, Teams, OneDrive and SharePoint Online.
• Administer user accounts, password resets and MFA in Microsoft Entra ID (Azure AD) and Active Directory.
• Manage hardware asset lifecycle activities such as inventory, deployment, relocation, replacement and retirement.
• Collaborate with infrastructure, cybersecurity, telecommunications, applications teams and vendors to resolve issues and support technology initiatives.

Required profile

• High School Diploma or GED with at least 2 years of Help Desk or Service Desk experience, or an Associate degree in IT/Computer Science with at least 1 year of experience.
• Ability to work onsite within a hybrid arrangement and be located in the Metro Atlanta area.
• Strong communication skills and a customer-focused attitude.

Required skills

• Windows 11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online)
• Microsoft Entra ID (Azure AD) and Active Directory
• Microsoft Intune and Windows Autopilot
• ServiceNow (incident and asset management)
• Cisco Webex
• VPN technologies and Multi-Factor Authentication
• Network printers and peripheral devices
• Hardware and software asset management
• Hybrid cloud environment familiarity