Desktop Support Technician at Zoo Atlanta – Atlanta, Georgia

Job Title: Desktop Support Technician

Department: IT

Job Status: Full Time

Reports to: Vice President, Information Technology

Description: The Desktop Support Technician is responsible for installing, supporting, and maintaining Zoo Atlanta’s computer systems. Primary duties include diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. This role provides end-user assistance by troubleshooting issues in person, by telephone, or via work orders in a timely and professional manner.

• Promptly respond to customer support requests, provide technical assistance and actively engage within the support ticketing system.
• Support users on IT-supplied systems and solutions including but not limited to Microsoft Windows, Microsoft Office, Gateway Galaxy, Adobe Creative Cloud, Blackbaud Raiser’s Edge, Financial Edge.
• Monitor ticket queues and adhere to response guidelines.
• Demonstrate working knowledge of networking tools and concepts, including LAN, WAN, VPN, routers, switches, firewalls, VLANs, wireless protocols (802.11), TCP/IP, and DNS.
• Perform laptop/desktop installations and upgrades in line with corporate standards, ensuring documentation and user training are provided.
• Install, maintain, and repair printing systems, including network multifunction printers (MFPs), ticket printers (Boca), membership printers (Evolis), and point-of-sale printers (Epson).
• Configure and support Mitel VoIP phones, including desk handsets and conference phones.
• Manage computer relocations, update fixed asset records, maintain inventory, and conduct hardware/software audits.
• Assist with IT projects, including equipment upgrades, software rollouts, system hardening, and cybersecurity initiatives.
• Follow up on resolved support requests to ensure customer satisfaction.
• Update user information and application assignments as needed in Active Directory.

Mandatory Qualifications:

• Experience with Windows desktop environments (Windows 11 and prior) in an Active Directory setting.
• Proficiency with desktop applications, including Microsoft Office.
• Excellent organizational skills with a proven ability to document processes in a knowledge base system.
• Commitment to outstanding customer service and ability to work with all levels of management.
• Strong troubleshooting skills and the ability to manage priorities with minimal supervision.
• High attention to detail and eagerness to explore and test innovative solutions.
• High school diploma or equivalent.
• Ability to pass a criminal background check and drug test.

Preferred Qualifications:

• Degree in Computer Science (2- or 4-year) or technical certifications such as CompTIA A+ or Microsoft certifications.

Driving Requirements: Valid Georgia Driver’s License

Physical Demands: Ability to lift and carry up to 30 lbs.

Work Environment: Office environment and park

MISC: This job description is not intended to be all-inclusive. Therefore, the employee may be required to perform other reasonably related duties as assigned by the immediate supervisor or other management. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that this job description does not constitute a written or implied contract of employment.

Zoo Atlanta is an Equal Opportunity Employer and provides a Smoke-free and Drug-free Work Environment