Service Desk Technician, ATL

Company: UNITED NEGRO COLLEGE FUND
Location: Atlanta
Posted on: February 16, 2026

Job Description:

Job Description Job Description Job Title: Service Desk Technician, ATL Department: Service Desk Reports To: Senior Director, Security/Cyber Security FLSA Status: Exempt Band: C1 – Location 3 Job Description The Service Desk Technician position provides support to end users for computer, application, system, device, and access issues. The role requires an experienced generalist to focus on analyzing requirements, resolving problems, managing software solutions, end user support, and performing PC upgrades and configurations. The incumbent will effectively leverage his/her competencies with outsourced vendor support in ensuring UNCF’s technology infrastructure and operating environment achieve maximum efficiency and productivity, incorporating UNCF’s risk mitigation guidelines. ABOUT UNCF The United Negro College Fund (UNCF) has been an engine of educational achievement for more than 80 years. UNCF’s mission is to build a robust and nationally recognized pipeline of HBCU students who, because of UNCF support, become highly qualified college graduates. In addition, UNCF ensures that its member institutions remain respected models of best practices in moving students to and through college. Since its inception in 1944, UNCF has raised over $6 billion in private support, distributed scholarships to help students attend school, and enabled more than 500,000 scholars and low-income students to graduate from UNCF’s member historically black colleges and universities (HBCUs) and launch professional careers. UNCF is committed to closing the educational attainment gap by increasing postsecondary access and success for student groups, particularly low-income and first-generation students. Primary Responsibilities and Duties Level 1 Monitor and respond quickly and effectively to service desk requests for technical support and resolve problems to the end user’s satisfaction. Modify configurations, utilities, software default settings, etc. for end-user devices. Includes testing of PCs, Laptops, Virtual Desktop, Apple mobile devices, peripherals. Network monitoring (Level 1 support) Assist with onboarding of new users, offboarding of departing users. Assist in the maintenance of the organization’s asset management tracking system (equipment, software/software licenses) Distribution of equipment to end-users Level 2 Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problems and interrogates database for potential solutions. Escalates complex or unresolved incidents. Records and tracks issues from outset to conclusion. During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements. Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken. SUPERVISORY RESPONSIBILITIES No supervisory responsibilities. Qualifications EDUCATION AND EXPERIENCE Bachelor’s degree from a four year college or University preferred in Information Systems, Computer Science or a related technical field and/or 3-4 years of experience in service/helpdesk IT role. Technical Skills: Proficient with Windows Operating Systems Knowledgeable with Apple iOS and Apple products Proficient in Microsoft Office Suite, O365 Knowledge of Virtual Desktop Environments (VDI/WVD) General knowledge of Azure, Azure AD, Intune/ General knowledge of networking General knowledge of Security (network and desktop) Computer and mobile device setup Basic Active Directory administration Skills in setup and diagnosing of peripherals such as printers Knowledge of audio/video conferencing technology Ability to provide remote support (TeamViwever/Ultraviewer) General knowledge of online meeting platforms (Teams, Zoom, etc.) and supporting devices Certificates, Licenses, Registrations: A, Security, Network, MCSA preferred. Other Skills, Knowledge, and Abilities: Strong troubleshooting skills Knowledge of leading edge data, image and voice technologies including web-related technologies coupled with a record of success using such tools in environments requiring the highest standards of excellence in service delivery. Demonstrated flexible and results-oriented management style, with excellent communication and presentation skills- both written and verbal. Strong communications skills (oral/written) with training experience a plus Strong customer/service orientation with attention to detail when proposing solutions. ADDITIONAL INFORMATION Benefits include: Medical, Dental & Vision Vacation, Sick & Personal Leave Life Insurance (Basic & Optional) Flex Spending Accounts 403(b) Retirement Account Holiday Savings Plan Annual Success Sharing Salary Range: $67,700.00 To $76,200.00 per year (Salary is commensurate with experience.) This is a hybrid role: 4 days on-site and 1-day remote per week, located in UNCF’s Atlanta, GA building. Background checks required. UNCF is EOE M/F/D/V

Keywords: UNITED NEGRO COLLEGE FUND, Marietta , Service Desk Technician, ATL, IT / Software / Systems , Atlanta, Georgia