Help Desk Technician (Information Technology)
Eagle Advantage Solutions (EAS) is looking for a Help Desk Technician to add to its small team in Carrollton, Georgia. As a Help Desk Technician at EAS, you will work in a dynamic group environment in support of our law enforcement, education, and airline customers. You will perform a wide variety of Level 1 and Level 2 IT support tasks related to our proprietary software and the computer hardware our applications run on.
We do offer regular telecommuting for this position after your first 90 days. You must be willing and able to commute to the EAS office in Carrollton, Georgia, daily during this time. Once the first 90 days are over, you will be able to work from home while having to come to the office at least one day per week. You must also be able to work a standard, daytime, M-F schedule, plus some night and weekend periods from your own home when on call.
When hired, and once every two years thereafter, you must successfully pass fingerprint-based FBI background checks and web-based training courses on criminal justice data security.
What your role will be:
You will answer customer telephone calls and e-mails. You will enter customer issues into a ticketing system, and escalate unresolved problems or concerns to senior technicians, supervisors, or engineers. You will learn, install, test, and troubleshoot the company's proprietary software and related databases. You will resolve basic problems related to computer hardware and peripherals, common software applications, and Windows operating systems. You will collaborate with team members and other departments to resolve problems or complete special projects.
- After you gain enough experience on our products (typically 3-4 months), for a week at a time every 6–7 weeks you will assist customers from home as part of a paid, after-hours, on-call rotation.
What we're looking for:
- Experience or training in providing product support to customers or internal company end users.
- Proficiency with Windows 10/11, Microsoft Office (Word/Excel/Outlook), and common software such as web browsers, file explorers, instant messengers, video conferencing programs, and mobile apps.
- The ability to quickly learn new software, hardware, and procedures with little or no formal training.
- The ability to clearly convey complex or detailed information to technical or non-technical users.
- Superb speaking and listening skills with a courteous, friendly, and empathetic telephone manner.
- Good writing and note-taking skills with an understanding of business communication etiquette.
- Excellent organizational and multi-tasking skills with the ability to achieve and maintain a high level of thoroughness and accuracy when performing important tasks.
What will make you stand out:
- 1-3 years' experience supporting software applications or computer systems in a technical role.
- Experience with ticketing systems, problem-escalation practices, and contact information management.
- Experience working with IP addresses, network file shares, and Windows user accounts.
- Experience troubleshooting and configuring Windows, PC hardware, printers, and other peripherals.
- Experience accessing remote PCs using tools like Remote Desktop, LogMeIn, AnyDesk, and Team Viewer.
- Experience working with or querying database systems such as Oracle, SQL Server, or MySQL.
- Formal classroom training or industry certifications in Information Technology or Customer Service.
- A well-written, proofread résumé and cover letter submitted in PDF format. Self-formatted documents are preferred over ones created using the limited import/builder tools typically found on job sites.
What we offer:
- A full time, hourly position with a starting base pay equal to around $32–$38k per year dependent upon qualifications and experience, with additional on-call pay when ready (Typically $420 for each active week. More if on-call falls on a holiday).
- The potential to earn weekly overtime, annual bonuses, and annual pay raises.
- Generous paid time-off each year (10 holidays, five personal days, and three weeks of vacation).
- Excellent employer-sponsored insurance plans (Health, Dental, Vision, Disability, and Life) with Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- 401(k) retirement plan with company match.
- Wellness program and Lifestyle rewards perk ($325 per year).
- An informal, tight-knit, casual-dress work environment with free snacks in the breakroom!
About Us:
Eagle Advantage Solutions, Inc., is a top provider of public safety solutions in the Southeastern US. Our staff members excel at software design and information technology. Originally founded in 1998 in Carrollton, Georgia, we now proudly serve more than 250 sheriff's offices, police departments, school systems, and similar government agencies in the region, along with airlines and airports across the country. Our high internal standards and dedication to complete customer satisfaction allow us to offer the best service and support in the industry.
