IT Support Analyst II - Norcross, GA

Atrilogy Solutions Group, Inc.
Norcross, GA
22 Mar 2025

Vacancy expired!

Our direct client, a Fortune 500, is looking for an IT Support Analyst for a Contract to Hire position in Norcross, GA 30071

  • 3 days on-site in and 2 days remote.
    • Onsite days are Monday, Tuesday, and Thursday
    • Remote: Wednesday and Friday
    • (Hours and onsite days subject to change based on company need)
  • Working Location: Norcross, GA 30071
  • Shift: Hours are Monday - Friday 7:30 am - 4:30 pm ET
  • Hourly W2 - Covert to Full Time Salary after 6 months
  • This is 100% Phone Support
  • This will be supporting 2000-3000 Users
The IT Support Analyst II is responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology. The IT support Analyst II is a first level of support for customers within the organization. The IT Support Analyst II must be a skilled communicator with the ability to gather customer information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues. The IT Support Analyst II is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.
  • Bachelor's Degree or equivalent work experience in a related field
  • IT certifications or equivalent work experience preferred
  • 3+ years' experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers and hand held scanners
  • 2+ years' experience supporting the following applications and technologies preferred:
    • o Trend Micro Antivirus
    • o Citrix
    • o Active Directory
    • o TCPIP, DNS, DHCP, WINS
    • o VPN client configuration
    • o Microsoft Exchange/Outlook: Creating rules
    • o Microsoft Excel: understanding Macros and formulas
    • o Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues
    • o Help Desk Incident Management Software
    • o SQL or Microsoft Access database
  • Remote control tools - Bomgar preferred
  • Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
  • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
  • Must be self-motivated and able to work independently, with minimal supervision and as part of a team
  • Detail oriented with excellent interpersonal communication skills
  • Excellent customer service skills
Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.
  • Gather the customer's information and determines the customer's issue by analyzing the symptoms and figuring out the underlying problem
  • Determine severity of problem and ensures response time is minimal through triage process
  • Provide practical solutions to a wide-range of applications/technology problems/issues
  • Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
  • Identify, troubleshoot, research and resolve basic technical problems
  • Uses Knowledge Base to identify problems and possible solutions
Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.
  • Document and disseminate identification and resolution of problems to avoid future redundant work efforts
  • Contribute to the Knowledge Base and communicates across the team
Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
  • Provide service to internal and external customers to satisfy their needs and expectations
  • Listens to concerns and resolves reported issues effectively and promptly
  • Committed to continuous improvement
  • Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
  • Anticipate customer's needs and moves to effectively address issues
  • Establish relationships with customers providing education/training as appropriate
  • Delivers high quality solutions that meet the organization's needs
For immediate consideration please submit your resume in Word format, along with daytime contact information.

LOCAL CANDIDATES ONLY PLEASE Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially. Selected candidate may be asked to complete a comprehensive background, credit and/or drug screening. Principals only, no third parties please.

Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services. Atrilogy has been recognized by Inc. magazine as one of the nation's fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, & Atlanta with satellite offices in Boston, Jersey City, Las Vegas, and Delhi, India. Clients turn to Atrilogy for expertise in:
  • IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
Clients turn to Peak17 for expertise in:
  • Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

#RNF

  • ID: #49520660
  • State: Georgia Norcross 30003 Norcross USA
  • City: Norcross
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2023-03-22
  • Deadline: 2023-05-20
  • Category: Web/HTML/info design