IT Support Specialist

About the role

Job Title

About the role

Location: Marietta & White, Georgia

About the role

We are seeking an experienced IT Support Specialist to provide hands-on and remote technical support to employees across our North American operations. This position is ideal for an IT professional who enjoys troubleshooting, working directly with end users, and supporting a broad range of workplace technologies.

The IT Support Specialist will provide Level 1 and Level 2 support across Windows environments, Microsoft 365, networking, identity and access, mobile devices, audiovisual technology, and IT hardware. This role will also support IT equipment lifecycle management, purchasing activities, and technology needs across multiple office locations.

Responsibilities & Tasks

• Provide Level 1 and Level 2 technical support for Windows workstations, Microsoft 365 applications, peripherals, and common business applications.
• Diagnose and resolve workstation, software, authentication, connectivity, and performance issues.
• Troubleshoot network connectivity issues involving LAN/WAN, Wi-Fi, VPN, DNS, DHCP, VLANs, TCP/IP, and related technologies.
• Support user accounts, permissions, MFA, Active Directory, and other identity and access-related issues.
• Support laptops, desktops, docking stations, monitors, printers, meeting-room equipment, and other workplace technology.
• Participate in scheduled TechBar/walk-up IT support, assisting employees with technical issues and service requests.
• Support mobile devices and cellular services, including device setup, replacement, troubleshooting, and coordination with mobile carriers when needed.
• Assist with IT purchasing and procurement activities, including obtaining quotes, ordering equipment and services, coordinating with vendors, and tracking requests.
• Support the full lifecycle of IT equipment, including deployment, replacement, inventory management, and retirement.
• Assist with infrastructure-related troubleshooting and collaborate with specialized infrastructure and network teams when escalation is required.
• Provide remote technical support to employees and offices throughout North America.
• Travel periodically to remote office locations to support workstation deployments, office changes, troubleshooting, projects, and other hands-on IT needs.
• Ensure meeting rooms, audiovisual equipment, and collaboration technologies are operational and ready for use.
• Document solutions and contribute to knowledge articles, procedures, and technical support documentation.
• Maintain clear and accurate ticket documentation and take ownership of issues through resolution.
• Identify recurring technical issues and recommend opportunities to improve, automate, or simplify the employee IT support experience.

Qualifications & Skills

• 3-5 years of IT support experience, preferably providing Level 2 or equivalent technical support in a corporate environment.
• Strong troubleshooting skills with Windows 11 and enterprise desktop environments.
• Strong working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and Microsoft Office applications.
• Working knowledge of Active Directory, user accounts, permissions, MFA, and identity and access management concepts.
• Solid understanding of networking fundamentals, including:
• TCP/IP
• DNS and DHCP
• LAN/WAN concepts
• Wi-Fi
• VPN
• VLANs
• Ability to independently diagnose and troubleshoot technical issues and determine when escalation to another technical team is appropriate.
• Strong customer-service mindset with the ability to support employees with varying levels of technical knowledge.
• Strong written and verbal communication skills.
• Ability to effectively organize and prioritize multiple tickets, service requests, and operational activities.
• Willingness and ability to travel periodically to other office locations.

Preferred Qualifications

• Familiarity with Microsoft Entra ID.
• Experience supporting smartphones, mobile devices, and corporate cellular services.
• Experience troubleshooting office network and infrastructure equipment.
• Experience with IT purchasing, vendor management, procurement, or IT asset management.
• Experience supporting Microsoft Teams Rooms or other meeting-room and audiovisual technologies.
• Experience providing IT support across multiple office locations.
• Experience creating knowledge articles, procedures, and technical support documentation.
• Familiarity with Microsoft Copilot, Power Automate, or other workplace automation technologies.

Core Competencies

• Technical troubleshooting and problem-solving
• Customer-focused service delivery
• Ownership and follow-through
• Clear written and verbal communication
• Ability to work independently
• Collaboration across technical teams
• Organization and prioritization
• Adaptability across a broad range of technologies
• Continuous improvement mindset