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Service Desk Technician

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Date: Sep 2, 2021

Location: Norcross, GA, US, 30092

Company: Softchoice

Why you’ll love Softchoice: 


We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 


We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 


The impact you will have: 


Service Desk Technicians are passionate about helping others and being part of a support team to ensure success of the greater internal community.  We deliver quick and effective troubleshooting to enable business operations. Service Desk Technicians must be great communicators and be able to translate their technical knowledge into actionable direction, as we act as a single point of contact (SPOC) for all end user’s request. When we don’t have an answer, we know how to research the problem and come up with a solution while always providing amazing customer service. 


What you’ll do:  


  • Complete hardware and software requests using our ticket system, from diagnosing issues and troubleshooting through to delivering a solution. 
  • Provide quality customer support for all incoming contacts (via call, chat, email, or web ticket) for IT-related issues or requests. 
  • Maintain meeting rooms and video conference equipment, provide training or hands-on assistance during key presentations or meetings. 
  • Log & categorize all contacts within an incident management (ticketing system) tool and own ticket follow-up: monitor personal ticket queue daily and take appropriate action. 
  • Identify and escalate urgent / priority incidents as required. 
  • Maintain in-depth knowledge of supported products and services. 
  • Ability to effectively prioritize and execute tasks in a high-pressure environment. 
  • Be available for 24/7 after-hours support.  

What you’ll bring to the table: 


  • Post-Secondary Degree/Diploma in a technical discipline (or equivalent experience). 
  • 3+ years of service desk and specialized IT experience. 
  • Exceptional written and oral communication skills – Ability to produce precise, comprehensive documentation. 
  • Ability to absorb and retain information quickly and to present ideas in user-friendly language. 
  • Experience working as part of a team and enjoys collaborating with your colleagues and internal clients. 
  • Extensive application support experience with the latest versions of Microsoft Office 365, MS Teams, Windows, Active Directory, Azure Active Directory, and various other SAAS based technology. 
  • A+, Network+, Server+, MCP, HDI, ITIL, and other industry certificates an asset. 

Why people love working here: 



  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 16 consecutive years. 
  • Softchoice has been certified as a Great Place to Work in the United States for several years. 
  • We offer meaningful work and opportunities for career growth. 
  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice. 
  • We offer an opportunity to build a career in the technology industry. 
  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization. 

Inclusion & equal opportunity employment: 

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. 
Require an accommodation? We are ready to help: 
We are proud to provide interview and employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 
Our commitment to your experience: 


We are committed to the safety of all candidates and team members. With that in mind, we have implemented virtual interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same. 


Before you start with us, we will conduct a criminal record check, verify your education and check your references.: 


When you join Softchoice, we will onboard you remotely. Don’t worry. It’s quick, simple and you’ll be connected with your new team in no time. 

Nearest Major Market: Atlanta