Brasfield & Gorrie, LLC

IT Support Specialist (Helpdesk)

Location US-GA-Atlanta
Job ID


Brasfield & Gorrie, a recognized leader in the construction industry, has an exciting opportunity available for a
Support Administrator in the IT department.

The IT Support Administrator will perform dispatching, customer service, and administrative duties to receive, screen,
record, prioritize, assign, and close customer request for technical service support.

Responsibilities and Essential Duties include the following (other duties may be assigned):

Answer inbound calls from users and service technicians in a professional manner
Competently dispatch calls and assign service requests to appropriate technicians
Create service tickets
Review user information account accuracy
Perform quality assurance follow-up calls to ensure customer satisfaction
Act as customers’ single point of contact for all types of service requests and technical issues
Process service requests as they arrive through email, phone, chat, or direct customer interaction
Monitor resource schedules to ensure prompt time entry on service requests
Improve customer service, perception, and satisfaction
Ensure fast turnaround of customer requests
Work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Enter all work as service tickets into Support Ticketing System
Other tasks and duties as assigned

Education - Skills - Knowledge - Qualifications & Experience


Bachelor’s degree preferred
Minimum of two years of customer service and/or IT support/dispatch experience
Experience working in a call center environment preferred
Strong interpersonal, written, and verbal communication skills
Highly organized
Capability to handle multiple tasks with competing deadlines
Ability to maintain a sense of urgency and follow through to task completion
Highly motivated, sense of responsibility, self-discipline & willingness to learn
Knowledge of Windows OS and MS applications
Documentation, Data Entry, Telephone and Reporting Skills
Ability to remain organized while prioritizing and managing multiple tasks simultaneously

Building Your Brasfield & Gorrie Career

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be
construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Brasfield & Gorrie is an EEO/AA Employer M/F/V/D.


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