Help Desk Representative I

Kforce has a client that is seeking a Help Desk Representative I in Birmingham, AL. The role is based in Atlanta, GA and will have a hybrid schedule (3 days in office/week). This is a contract-to-hire role reporting to the Help Desk Manager. Summary: We are hiring a Level 1 Windows Technical Support Analyst to join our help desk team supporting end users in a fast-paced IT environment. This position provides the first line of technical support for all incoming IT issues related to Windows environments, hardware, software, and connectivity. Primary Responsibilities:

• Identify, investigate, and resolve user questions and problems related to IT systems and applications
• Answer incoming support calls and chats, logging all details in the ticket tracking system (e.g., ServiceNow)
• Research and isolate issues related to Windows OS, Office 365, and basic networking
• Refer more complex technical issues to Level II support personnel
• Deliver excellent customer service and maintain strong communication with end users
• Ensure timely and accurate problem resolution according to established SLAs
• Participate in a rotating Saturday morning support schedule (every 6-8 weeks)
• High School diploma or GED
• Active CompTIA Security+ certification (or equivalent such as SANS)
• Technical training and at least 2 years of personal computer troubleshooting and problem resolution, or field/remote technical support
• Proficient in the current Windows operating system, Microsoft 365, and common productivity tools
• Experience with ServiceNow, Active Directory, PCOMM, web browsers, and networking protocols (TCP/IP, LAN/WAN)
• Strong analytical and problem-solving skills
• Excellent verbal and written communication, organizational ability, and multitasking capability
• Strong customer service orientation with a professional and helpful demeanor
• Able to work independently with minimal supervision
• Must be located in Atlanta, GA - remote to start, hybrid onsite later

• Relevant college coursework or certifications
• Certified Help Desk Professional (CHDP)
• Microsoft 365 Certified: Fundamentals
• Previous experience supporting remote users or experience within financial services or banking environments
• Familiarity with Regions systems or tools is a plus