Senior Helpdesk Technician

Sr. Helpdesk Technician managing technical issues at RSUI’s Atlanta office.

Posted 7/3/2026full-timeAtlanta • 🇺🇸 United StatesSeniorWebsite

Tools & technologies

ITSMServiceNow

Key responsibilities & impact

Serve as the escalation point for end-user technical issues, taking ownership through full, verified resolution
Own, prioritize, and work a personal ServiceNow ticket queue, ensuring every incident and request is tracked, updated, and closed out accurately and on time
Diagnose and resolve hardware, software, connectivity, and access problems across laptops, peripherals, and mobile devices
Administer user accounts, security groups, and access in Active Directory and Microsoft 365, including onboarding and offboarding setup and teardown
Image, configure, and deploy laptop hardware to RSUI standards, and perform end-user moves, upgrades, and refreshes
Troubleshoot and maintain Windows desktops and Microsoft Office / Microsoft 365 applications
Document issues, actions taken, and resolutions thoroughly; create and maintain knowledge-base articles and checklists for recurring activities to ensure consistent, repeatable support
Help support and maintain the conference rooms and the A/V equipment for special events, meetings, and town halls.

What you’ll need

3+ years of hands-on experience in a helpdesk, desktop support, or IT support role
Strong technical knowledge of Microsoft technologies, including Windows desktops and servers, Active Directory, and Microsoft 365 / Office applications
Experience using ServiceNow (or a comparable ITSM/ticketing platform) to track and resolve incidents and service requests through their full lifecycle
Demonstrated ability to work independently with minimal supervision while maintaining high service quality
Customer-service oriented with a calm, professional, problem-solving attitude
Excellent written and verbal communication skills, with the ability to explain technical concepts to a non-technical audience
Meticulous attention to detail and a thorough, methodical approach to troubleshooting and documentation
Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field — or equivalent practical experience

Comp & perks

Flexible work schedule, including occasional before/after-hours and weekend availability for situations that require special attention

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

TroubleshootingHardware ConfigurationSoftware InstallationUser Account ManagementIncident Resolution

Soft Skills

Customer Service OrientationProblem-SolvingAttention to DetailWritten CommunicationVerbal Communication

Certifications

Associate's Degree in Computer ScienceBachelor's Degree in Information Technology