Tier 1 Help Desk Analyst

Our client is a well-established educational organization located in the Smyrna, GA area seeking a Tier 1 Help Desk Analyst to join its IT team on a contract basis. This is an onsite position with an immediate start, running through December 18, 2026. The ideal candidate is a highly customer-focused IT professional who enjoys helping people, communicates well, and can provide friendly, patient, and professional technical support in a busy school environment. Customer service is the #1 priority for this role.

Responsibilities

• Provide friendly, professional Tier 1 technical support to administrators, faculty, staff, and students.
• Serve as the first point of contact for computer and technology-related questions and issues.
• Troubleshoot Windows computers, laptops, printers, phones, and other common technology issues.
• Perform password resets and assist users with account and access-related issues.
• Troubleshoot phone and connectivity issues.
• Troubleshoot printer connectivity, printing, and basic peripheral issues.
• Assist with onboarding new employees, including preparing computers and helping new users get set up.
• Assist faculty and staff with Microsoft 365 applications and other commonly used software.
• Provide basic support for SharePoint.
• Provide support for Google applications and services used throughout the school.
• Help users troubleshoot everyday computer issues and explain solutions in a clear, easy-to-understand manner.
• Identify issues that require escalation and work with the Director of IT or other IT team members to resolve them.
• Maintain accurate documentation of support requests and solutions.
• Provide hands-on, onsite support and follow through to ensure users' issues are resolved.
• Maintain a professional, positive, and customer-first attitude throughout every interaction.

Requirements

• 1+ year of Tier 1 Help Desk, Desktop Support, Technical Support, or similar IT experience preferred.
• Strong customer service skills and a genuine desire to help others.
• Excellent verbal and written communication skills.
• Patient, friendly, approachable, and professional demeanor.
• Ability to work effectively with people of different technical skill levels, including administrators, faculty, staff, and students.
• Basic understanding of Windows computers and Microsoft 365.
• Experience troubleshooting password, computer, printer, phone, and connectivity issues.
• Familiarity with SharePoint is a plus.
• Experience with Google applications is a plus.
• Ability to troubleshoot problems independently while knowing when to escalate an issue.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and prioritize effectively in a busy environment.
• Dependable, punctual, and comfortable working entirely onsite.
• Ability to start immediately and commit to the contract through December 18, 2026.

Technology Environment

The environment is primarily Microsoft-based, with additional Google applications and SharePoint. You'll work with technologies including:

• Microsoft Windows
• Microsoft 365
• Microsoft Office applications
• SharePoint
• Google applications
• Desktop computers and laptops
• Printers and peripherals
• Phones and related technology
• User accounts and password management

Schedule

• Contract position through December 18, 2026
• Immediate start
• 100% onsite – no remote work
• Monday through Friday, 8:00 AM – 4:00 PM
• Smyrna, GA area

The ideal candidate is a people-first IT professional who enjoys solving problems, helping others, and providing exceptional customer service. While technical skills are important, customer service, communication, attitude, and reliability are the most critical qualities for this position.