Help Desk Technician Job at RedHelm (Atlanta)

Help Desk Technician

RedHelm

Location:
United States , Atlanta

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

This is an entry-level position within our Business Process Outsourcing (BPO) team, designed to help you build a strong foundation in IT support. In this role, you’ll gain hands-on experience with various systems, processes, and technologies while learning what it takes to become a true IT professional. You’ll develop both your technical and professional skills as you grow your career in information technology.

Job Responsibility:

Serve as the first point of contact for end users seeking technical support via phone, email, and chat
Ask targeted questions to identify the problem, document details accurately, and create or update help desk tickets
Monitor and respond promptly to requests through the help desk ticketing system and escalate unresolved issues to the appropriate support level
Perform basic remote troubleshooting by guiding users through problem-solving steps
Identify and recommend process improvements to enhance efficiency and service quality
Deliver excellent customer service and maintain professional communication with end users
Maintain up-to-date knowledge of company procedures, products, and services
Meet or exceed departmental performance standards and KPIs
Work flexible schedules, including potential evenings, weekends, and holidays, as required to meet service standards
Collaborate effectively within a team environment while also working independently
Demonstrate reliability, accountability, and consistent attendance
Assess situations logically, resolve issues efficiently, and seek assistance when appropriate

Requirements:

1+ years of experience in technical support, help desk, or contact center environments
Ability to multitask in a Microsoft Windows environment using multiple programs simultaneously
Flexible, self-motivated problem solver who thrives in a fast-paced setting
Experience using a ticketing system (preferred)
Strong attention to detail and organizational skills
Excellent verbal and written communication abilities
Ability to apply established processes while adapting to procedural changes
Basic knowledge of Windows 7–11 troubleshooting
General understanding of peripheral device and printer/scanner setup and troubleshooting
Experience supporting Microsoft 365 and MS Office applications
Familiarity with VPN configuration and general network troubleshooting
Experience providing remote support
Proven analytical and problem-solving skills
Strong interpersonal and customer service skills
Basic Active Directory knowledge (user management, password resets, etc.)

Additional Information:

Job Posted:
January 22, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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