SRA International, Inc., A CSRA Company Help Desk Specialist / User Support Specialist I in Atlanta, Georgia

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Public Trust

Job Family:

Customer Support

Job Description:

We are seeking a Help Desk Support Specialist to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Atlanta, GA. In this role you will work the 2nd Shift and provide user support and customer service on the company supported computer applications and platforms. You will provide 100% phone support troubleshooting problems and advising users on the appropriate action. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.

The position is for full time employment and will be based at the client's office at 1777 NE Expressway. This position will cover the 1st shift, Monday - Friday from around the hours of a 7 - 9 am start and 4 - 6 pm end time.


  • Provide outstanding customer support assistance via phone and email in Windows 7, 10 and MAC environments.

  • Take incoming customer requests over the telephone, log calls in HP Service Center and resolve the technical issues in a timely manner.

  • Meet SLAs in a high volume call center environment.

  • Utilize solid MS application experience to troubleshoot customer issues.

  • Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.

  • Perform some network administration tasks, including creating new users, assigning rights, resetting passwords, etc.

Required Skills / Experience:

  • High School Diploma or GED and 2+ years of IT related experience troubleshooting hardware and software, and connectivity issues.

  • Direct interaction with customers and clients in a corporate environment.

  • IT Helpdesk/User Support experience, preferably in a high volume IT call center environment.

  • Hardware experience with a variety of Intel based PCs, laptops, and servers, network printers, and/or mobile phones/devices.

  • Software experience such as experience with Windows 7/10, MS Office including Outlook), MS Exchange, Citrix, Remote Desktop including Windows 7/10 Remote Assistance feature in SMS, and/or TCP/IP.

  • Knowledge of a Ticketing System.

Desired Skills/Experience:

  • Highly skilled in multi-tasking

  • Excellent communication skills

  • Critical thinking skills and ability to troubleshoot

  • Impeccable attendance record

  • MS Certified Desktop Support Technician (MCDST) and MS Certified Systems Administrator (MCSA)

  • HDI Customer Support Specialist Certification 9CSS) or HDI Help Analyst Certification (HDA)

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA GA Atlanta - 1777 Northeast Expy, Ste 250 (GAC023)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.