IT Service Desk Technician

About the role

The Department of Community Affairs in Atlanta is seeking an IT Service Desk Technician to deliver first‑ and second‑level support to agency employees. Working in a hybrid environment, you will troubleshoot hardware, software, network and application issues and ensure timely resolution in line with service level agreements.

Key responsibilities

• Serve as the primary point of contact for incidents, service requests and technical inquiries via phone, email, chat and on‑site support.
• Diagnose and resolve problems with Windows 11 PCs, Microsoft 365 applications, printers, mobile devices and peripheral equipment.
• Configure, image and deploy Windows 11 devices using Microsoft Intune and Autopilot.
• Manage user accounts, password resets, MFA and access provisioning in Microsoft Entra ID (Azure AD) and Active Directory.
• Log and track tickets in ServiceNow, following ITIL Incident, Request, Problem and Knowledge Management processes.
• Escalate complex issues to specialized IT teams while maintaining communication with the requester.

Required profile

• Minimum 2 years of experience providing technical support in a Help Desk or Service Desk environment.
• Strong verbal and written communication skills.
• Experience supporting Microsoft Windows 11, Microsoft 365, Teams, Outlook and Azure AD.
• Familiarity with state or local government IT environments is a plus.

Required skills

• Microsoft Windows 11
• Microsoft 365 suite (Teams, Outlook, etc.)
• Microsoft Entra ID (Azure AD) and Active Directory
• ServiceNow ticketing platform
• ITIL best practices
• Microsoft Intune and Autopilot
• VPN configuration and troubleshooting