Hiring: Help Desk Technician Company: Optomi Location: Dunwoody, GA Job Posted Time: 2026-09-03 14:28:26 Employment Type: Remote Target Skills & Keywords : Android, Okta, ServiceNow, VPN, iOS About the job Experience: •3+ years of experience providing technical support or working in a service desk/help desk environment is preferred. Required Skills: •Act as the first point of contact for incoming IT incidents and service requests through ServiceNow, phone, email, voicemail, and in-person support. •Provide first-level technical support for Windows 10/11, Office 365, Outlook, Edge, Chrome, hardware, software, and network connectivity issues. •Troubleshoot account and access issues, including password resets, account lockouts, Okta, Active Directory, Office 365, VPN, Wi-Fi, internet, and file share access. •Triage, prioritize, document, and resolve tickets while maintaining ownership from initial contact through resolution. •Provide remote technical support using tools such as BeyondTrust and troubleshoot GlobalProtect VPN connectivity. •Support iPhone, iPad, Android devices, wireless RF scanners, and other endpoint technologies. •Image, configure, and ship computers and other IT hardware to employees. •Install and support approved software and applications, including Okta-federated applications, Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, and Grammarly. Qualifications: •Strong experience troubleshooting Windows 10/11 and Office 365 environments. •Solid functional working knowledge of VPN, Wi-Fi, networking, Ethernet, routers, switches, internet connectivity, and proxy settings. •Operational familiarity with ServiceNow or an equivalent IT service management/ticketing platform. •Knowledge of ITIL practices, particularly Incident Management, is preferred. •Strong desktop, application, hardware, and network troubleshooting skills. •Demonstrated capacity to identify customer needs, gather relevant information, troubleshoot systematically, and determine when escalation is required. •Strong customer service skills with a shared sense of urgency and commitment to resolving technical issues. •Excellent verbal and written communication skills with the ability to explain technical concepts in a clear, user-friendly manner. •Strong analytical and problem-solving skills with the ability to make sound decisions independently. •Demonstrated capacity to work effectively with users and technical teams across varying levels of technical expertise. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!