IT System Engineer - Hybrid (Atlanta, GA)

About the role

No other company in our industry is supercharging the way they work and serve their clients like OneDigital. Fresh thinking has always been the core of OneDigital's vision and growth strategy. It's how we stand out in our industry, it's how we stay competitive and resilient in a changing world. Most importantly, our innovative approach is helping more people do their best work and live their best lives.

Innovation fuels our employee experience by making it easier to do your best work anytime, anywhere and from any device. And our tech-based products for clients are a game changer in our industry. If you thrive on change and innovation, OneDigital is the career choice for you.

Summary

The IT Engineer (Level 2) provides day-to-day technical support and troubleshooting across the enterprise IT environment, resolving a broad range of hardware, software, network, and account-related issues for end users. This role builds on foundational IT support experience, handling moderately complex tickets independently and escalating issues beyond its scope to Level 3 engineers and above.

This position is based in the Atlanta, GA area and follows a hybrid schedule, working in-office 3-4 days per week. The IT Engineer works closely with the broader IT Support and Infrastructure teams, follows established procedures and runbooks, and contributes to a positive end-user support experience.

Essential Duties and Responsibilities

Technical Support & Troubleshooting

• Serve as the Level 2 (L2) point of contact for tickets escalated from the Service Desk / Level 1 support.
• Troubleshoot and resolve hardware, software, printing, and connectivity issues for desktops, laptops, and mobile devices.
• Manage and resolve tickets within established SLAs, keeping end users informed of status and next steps.
• Perform basic to intermediate account and access administration in Active Directory, Azure AD/Entra ID, and Microsoft 365.
• Support endpoint management tasks such as imaging, application deployment, and patch installation using Intune/SCCM.
• Assist with routine network troubleshooting (connectivity, Wi-Fi, VPN) for office and remote users.
• Escalate issues beyond scope or complexity to Level 3 engineers with clear documentation of steps already taken.
• Maintain accurate ticket documentation and contribute to knowledge base articles for common issues.

Systems Support & Administration

• Assist with routine server and workstation maintenance tasks under the guidance of senior engineers.
• Support new hire onboarding and offboarding processes, including account setup, equipment provisioning, and access changes.
• Assist with software deployments, upgrades, and patching in coordination with the broader IT team.
• Help maintain accurate inventory of hardware, software licenses, and IT assets.
• Follow established procedures and runbooks to perform recurring administrative tasks.
• Identify and report recurring issues or trends to senior engineers for further investigation.

Collaboration & Professional Growth

• Partner with Level 1 support staff to help triage and resolve tickets efficiently.
• Participate in knowledge-sharing sessions and training to build toward advanced (Level 3) technical skills.
• Contribute ideas for process improvements that reduce ticket volume and improve resolution time.
• Support IT projects and initiatives as assigned by senior engineers or IT leadership.

Qualifications, Skills and Requirements

• 2-4+ years of experience in IT support, help desk, or a related technical role, with a track record of resolving moderately complex issues independently.
• Working knowledge of Windows OS administration (desktop) and basic networking fundamentals (TCP/IP, DNS, Wi-Fi, VPN).
• Familiarity with Active Directory, Azure AD/Entra ID, and Microsoft 365 account administration.
• Exposure to endpoint management tools such as Microsoft Intune and/or SCCM.
• Basic scripting or automation skills (PowerShell) a plus.
• Familiarity with ticketing systems and standard IT service management (ITSM) practices.
• Relevant certifications preferred (e.g., CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator Associate).
• Strong customer service orientation with the ability to communicate technical concepts clearly to end users.
• Good problem-solving skills with the ability to prioritize multiple open tickets.
• Willingness to learn and grow technical skills toward a Level 3 engineering role.
• Ability to work independently and collaboratively within a team environment.

Education, Training and Experience

• Associate's degree in Information Technology, Computer Science, or a related field required; Bachelor's degree preferred.
• 2-4+ years of hands-on experience in IT support or a related technical role.
• Working exposure to:
• Active Directory and Azure AD / Entra ID
• Microsoft 365 administration
• Endpoint management tools (Microsoft Intune and/or SCCM)
• Windows OS administration (Workstation)
• Basic networking fundamentals (IP, DNS, VPN, Wi-Fi)
• Ticketing / ITSM tools

Pay and benefits

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company's performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

• City and County of San Francsico
• City of Los Angeles
• County of Los Angeles

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!