Service Desk Technician II

Are you motivated to provide exceptional technical support and ready to step into a role within a collaborative, dynamic IT environment? As a central resource for internal users at Gas South, you will leverage advanced troubleshooting skills to resolve complex computer systems, software, hardware, and network connectivity issues, minimizing user downtime. In this role, you will mentor and guide junior support staff, manage escalated tickets, and coordinate with IT teams to ensure swift and thorough resolution of critical issues. You will also analyze recurring incidents, recommend proactive solutions, and help shape service desk standards by documenting sophisticated troubleshooting steps and contributing to process improvement initiatives. We seek candidates who are resourceful, detail-oriented, and demonstrate initiative, adaptability, and a strong commitment to professional development. Outstanding communication skills, technical proficiency, and a proactive approach to problem-solving are essential, as you will collaborate across IT disciplines and champion best practices, all while fostering team growth and empowering users in a fast-paced environment.

Additional Responsibilities

• Serve as the initial point of contact for technical inquiries related to computer systems, software, hardware, and connectivity, leveraging deep troubleshooting skills to resolve complex problems and minimize user downtime.
• Manage ticket escalation to level 2 and level 3 support, coordinate with IT teams for prompt resolution to ensure we are meeting our service level commitments, and ensure critical issues are addressed swiftly and thoroughly.
• Diagnose, resolve, and document hardware or software issues for end-users, using available resources as needed, and provide actionable advice to facilitate issue resolution.
• Document sophisticated troubleshooting steps and develop internal knowledge base articles to contribute to process standardization and improvement initiatives.
• Manage user onboarding and offboarding processes, including configuring and setting up user hardware such as PCs, monitors, printers, keyboards, mice, and phones, and maintain accurate hardware inventory records to support business operations.
• Create and maintain comprehensive documentation, including user guides, troubleshooting steps, and comprehensive knowledgebase articles to contribute to process standardization and improvement initiatives.
• Analyze recurring incidents, identify trends, and recommend proactive solutions to prevent future disruptions.
• Provide remote support and guidance for a distributed workforce, ensuring consistent service quality across all locations.
• Participate in ongoing training and development to enhance technical and customer service skills and contribute to process improvement initiatives to elevate the service desk experience for all users.
• Mentor and coach junior support staff, providing guidance in technical and customer service best practices to promote team development.
• Collaborate with system administrators, infrastructure, and security teams to support cross-functional projects and implement new technologies.
• Audit user accounts, system accounts, hardware and software inventory to help effectively manage resources and control costs.
• Create scripted automations for repeatable processes and maintain runbooks to improve processes and response times.

Experience

• Two or more years of technical support experience in a service desk or help desk environment.
• A+/ITF+ certification or equivalent.
• ITIL Foundation certification.
• ServiceNow ITSM Technician experience.
• Proficiency with Microsoft operating systems, Office 365 applications, and remote support tools.
• Demonstrated ability to resolve complex technical issues independently and collaboratively.
• Excellent verbal and written communication skills, with proven capacity for empathy, active listening, and professionalism.
• Experience managing ticket escalations and mentoring junior staff.

Preferred Experience

• Associate degree in Computer Science or related field.
• Network+ certification or equivalent.
• Microsoft 365 Fundamentals certification (MS-900/AB-900).
• ServiceNow Administrative Fundamental certification (SNAF).
• Experience supporting hybrid cloud environments (Azure, Office 365) and identity management systems.
• Intermediate to advanced knowledge of hardware troubleshooting.
• Ability to adapt quickly to new computer systems and technologies.
• Proven ability to collaborate effectively in team settings and to work autonomously.
• Project participation in process improvement or technology implementations.

Location Requirements

• Atlanta, GA

Physical Requirements

• Ability to sit for extended periods at a desk or workstation while performing computer-based tasks and collaborating with colleagues.
• Ability to operate office IT equipment such as computers, printers, copiers, and servers.
• Keyboarding skills, including finger dexterity and hand coordination for entering text or data using a traditional keyboard and mouse.
• Ability to stand and walk within the office environment for meetings, interactions, or departmental visits.
• Ability to travel to any Gas South office, as needed.
• Ability to lift and carry items weighing up to 50 pounds, reach for items above and below shoulder height, and push or pull objects as required.
• Ability to work on the floor or crawl when setting up IT equipment.
• Ability to work in typical office conditions, including exposure to noise, artificial lighting, and climate-controlled environments.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our Purpose and Culture

At Gas South, we approach each day knowing we have an opportunity to make a difference in people’s lives. That means helping our customers save money with everyday low rates and treating them with dignity, honesty and respect. It means supporting our employees in their personal and professional lives, and it means we want to make sure our success directly benefits the communities we serve by giving back 5% of profits to support children in need. Through partnerships with non-profits like United Way, Salvation Army, Junior Achievement, Bert’s Big Adventure and many others, we’re proud to help make a difference.  At Gas South our employees bring their boldest ideas and most authentic selves to work, no matter their title, position or background.  We understand that our people are our most valuable assets. So, we treat them that way, with competitive benefits, flexible schedule options, and a fun, casual atmosphere.

Gas South affirms that it is an Equal Opportunity Employer whose actions and practices are consistent with fair employment.  In this regard, Gas South will not discriminate against any employee or applicant with regard to race, color, religion, sex, age, national origin, disability, pregnancy, childbirth or related medical conditions, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  This policy applies to all terms and conditions of employment including recruiting, hiring, placement, training, promotion, lay-offs, transfers, leave of absence, compensation and termination.

Benefits for full-time employees include:

• Full medical, dental, and vision coverage
• Employer-paid life and disability coverage
• Annual employer contributions of up to 12.5% to your 401k
• Remote work options available based on business needs
• Annual performance incentive is a % of annual benchmark based on position level
• Paid four-week sabbatical every five years
• Opportunities to volunteer in the community
• Education assistance up to $5250 per year