Job Details

IT Helpdesk


Capital City Home Loans






Gwinnett, Georgia, United States


Banking and Finance




Position Summary:

Responsible for answering and replying to helpdesk inquiries. Responsible for providing technical assistance and support related to computer systems, hardware, or software. The Helpdesk is the first level of support and response for clients. Adheres to policies and procedures. Maintains confidentiality of company records. This is an on site position in Lawrenceville GA.

Essential/Primary Job Functions:

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

  • Provide first level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Document all calls in our HelpDesk ticketing system
  • Ability to identify and organize tickets according to priority and forward tickets to engineers and technicians
  • Prepare computer equipment with required items and software for operation
  • Install, modify, and repair computer hardware, software and peripherals for users
  • Assist second level support when necessary
  • Participate in the On-Call rotation

Preferred Job Requirements for Essential/Primary Job Functions:

  • Outstanding customer service and communication skills (verbal & written)
  • Basic PC Hardware knowledge
  • Proficient with Microsoft Office products
  • Proficient with Windows 10
  • Good troubleshooting and diagnostic abilities with hardware and software issues
  • Basic Microsoft Active Directory administration knowledge
  • Ability to multi-task
  • Willing and eager to learn and advance

Education/Work Experience:

  • Associates degree in computer science preferred or equivalent experience
  • Customer service experience
  • Experience troubleshooting PCs, laptops, mobile devices and printers