Service Desk It Systems Analyst

The Service Desk Technician is responsible for providing technical support to end-users of Gwinnett.
County Government's information technology systems. The Service Desk Technician will be.
responsible for providing timely and professional resolution of all service requests and incidents. The
ideal candidate will possess excellent customer service skills, technical proficiency, and the ability to
work well in a team-oriented environment.
Key Responsibilities:

• Respond to all service requests and incidents in a timely and professional manner.
• Identify, troubleshoot, and resolve hardware and software issues related to desktops,
• laptops, printers, mobile devices, and other peripherals
• Document all service requests and incidents accurately and comprehensively in the
• service management tool
• Escalate complex or critical issues to the appropriate support teams, following.
• established procedures.
• Provide remote support using remote desktop tools, as required.
• Ensure that all service requests and incidents are resolved within the agreed-upon
• service level agreements (SLAs)
• Continuously monitor and update the service management tool to ensure that all tickets.
• are up-to-date and accurate.
• Participate in the development and maintenance of knowledge base articles and service.
• desk procedures
• Provide support and guidance to end-users on the use of technology systems and
• applications

• Associate degree in information technology or related field, or equivalent experience
• At least two years of experience in a technical support role
• Excellent communication and customer service skills
• Strong analytical and problem-solving skills
• Experience using an IT ticketing and service management platform.
• Proficiency with Microsoft Windows operating systems and applications, including.
• Microsoft 365.
• Ability to work effectively in a team-oriented environment.
• Ability to prioritize and manage multiple tasks simultaneously.
• Recommended Certifications:
• ITIL 4 Foundation or ITIL 3 Foundation
• HDI Customer Service Representative or comparable certification