Tier 1 Help Desk at CAN Capital
Kennesaw, GA, US

The person in this position provides Tier I phone, electronic, and face to face assistance to internal clients regarding the use of computer hardware and software, including off the shelf and in house developed applications.    


* Provides exceptional technical assistance with a positive, helpful, and customer-service oriented attitude
* Acts as first point of contact with end users on all tickets, including remote support to users offsite
* Responsible for troubleshooting tier 1 issues and closing on first contact
* Responsible for triaging all tickets, assigning them to appropriate groups, and escalating when needed
* Responsible for escalating production issues and assisting during outages
* Perform software installs as needed, assists team with testing new software
* Responsible for tracking and reporting ticket trends, overdue incidents, SLA adherence, etc.
* Create and document process and procedures to contribute to knowledge base
* Maintain Hardware/Software standards as defined by Technology leadership and audit/ compliance
* Provide secondary support for telephony system, audio issues, and call routing
* Works independently as part of a team, be an enthusiastic learner and show the drive to succeed
* Provide support via phone, e-mail, IM, and in person for computer hardware and approved software
o MS Windows, MS Office Suite 2013/O365, Lync, Jostle, Oracle Fusion, Genesys, EIS, AD Self-Service, SharePoint, Accurint Lexis Nexis, Maas360, DocuSign, Decision Logic, RSA VPN Tokens
* Maintains ServiceNow ticket system, monitors and reports status updates, maintains contact with end users/vendors as required until resolution
* Monitors Service Desk voicemail and e-mail and responds to service issues in accordance with applicable service level agreements
* Provides assistance in other functions as instructed by management


* Associate’s or Bachelor’s degree in related major from an accredited College or University or technical certification program strongly preferred
* A minimum of 2 years of Technical Support experience including: Ticketing, software, hardware, and network-related issues desired
* Ability to problem solve, prioritize, and think independently required
* Professional certifications (ITIL, CompTIA A+, MCP, MCDST, MOS, etc.) preferred
* Excellent customer service attitude and verbal and written communication skills required
* Experience working with multi-tiered ticket handling/resolution systems required
* Ability to prioritize work, meet deadlines and provide progress updates required
* Knowledge of TCP/IP and Windows networking with proven troubleshooting skills a plus
* Knowledge of DHCP, DNS, and Windows Server 2003/2008/2012, and O365 Admin a plus
* Knowledge of MS Office applications including Word, Excel, PowerPoint, and Outlook required
* Experience with Windows 7 required, experience with Windows 10 a plus
* Experience supporting VPN clients and VPN Administration a plus
* Ability to work an in-office schedule of weekdays (8 hours), time variable to need and agreement

CAN Capital provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics.

*  Medical Insurance
*  Dental Insurance
*  Vision Insurance
*  Short and Lont Term Disability Insurance
*  401K + company match
*  Generous time off package
*  HSA and FSA options, etc.
*  Benefits package kicks in DAY 1 of employment!