Service Desk Technician

Are you passionate about providing exceptional customer service? Do you desire to be a resource for internal users to troubleshoot computer and network issues? Are you intrigued by the idea of providing resolutions to technical problems? Then, the IT Service Desk Technician position may be the perfect fit for you!

The IT Service Desk Technician position supports Gas South’s IT department by providing resolutions to entry-level end-user calls and improves the overall response time to Service Desk tickets. This position demonstrates excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.

Are you a fit?

A successful candidate for this role can manage competing priorities while recommending enhancements to processes and procedures. You continuously work towards enhancing our customer experience and ability to manage direct communication with customers over the phone as well as through email and chat.

Additional Responsibilities

- Deliver first-level technical support for inquiries and issues related to computer systems, software, and hardware.

- Diagnose and resolve hardware and software problems effectively.

- Utilize available resources to research and address technical questions.

- Create and maintain documentation, including user guides, solutions, and troubleshooting steps.

- Provide end-users with actionable advice to resolve their issues.

- Adhere to established Service Desk protocols and procedures.

- Record all interactions and activities in the Service Desk ticketing system.

- Escalate advanced or unresolved issues to appropriate teams or personnel.

- Identify and prioritize urgent matters for immediate attention.

- Track, manage, and document problem resolutions and service requests.

- Configure and set up end-user hardware, including PCs, monitors, printers, keyboards, mice, and phones.

Experience

- Relevant technical certifications (e.g., A+, ITF+, Microsoft 365 Fundamentals, MTA, ITIL Foundation).

- Proficiency with Microsoft operating systems and Office Suite applications.

- Strong ability to work independently and manage tasks to completion.

Preferred Experience

- Associate Degree in Computer Science or another related field.

- Foundational knowledge of hardware troubleshooting.

- Ability to adapt quickly to new computer systems and technologies.

- Proven ability to collaborate effectively in team settings and work autonomously.

Location Requirements

Atlanta, GA

Pay range is commensurate with education, experience, specialized skills or certifications, etc.

Gas South Pay Range

$47,491 - $53,078 USD

Our Purpose and Culture

At Gas South, we approach each day knowing we have an opportunity to make a difference in people’s lives. That means helping our customers save money with everyday low rates and treating them with dignity, honesty and respect. It means supporting our employees in their personal and professional lives, and it means we want to make sure our success directly benefits the communities we serve by giving back 5% of profits to support children in need. Through partnerships with non-profits like United Way, Salvation Army, Junior Achievement, Bert’s Big Adventure and many others, we’re proud to help make a difference. At Gas South our employees bring their boldest ideas and most authentic selves to work, no matter their title, position or background. We understand that our people are our most valuable assets. So, we treat them that way, with competitive benefits, flexible schedule options, and a fun, casual atmosphere.

Gas South affirms that it is an Equal Opportunity Employer whose actions and practices are consistent with fair employment. In this regard, Gas South will not discriminate against any employee or applicant with regard to race, color, religion, sex, age, national origin, disability, pregnancy, childbirth or related medical conditions, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, training, promotion, lay-offs, transfers, leave of absence, compensation and termination.

Benefits for full-time employees include:

- Full medical, dental, and vision coverage

- Employer-paid life and disability coverage

- Annual employer contributions of up to 12.5% to your 401k

- Remote work options available based on business needs

- Annual performance incentive is a % of annual benchmark based on position level

- Paid four-week sabbatical every five years

- Opportunities to volunteer in the community

- Education assistance up to $5250 per year