Support Desk Specialist

Job Description

Job Description

The Support Desk Specialist provides first-line technical support to end users across the organization. This role is responsible for resolving hardware and software issues, supporting day-to-day IT operations, and ensuring employees have reliable access to systems, tools, and technology. The IT Support Specialist serves as a key point of contact for technical assistance and is focused on delivering timely resolutions and a high-quality user experience.

Primary Responsibilities:

• Provide Tier 1/Tier 2 support for desktops, laptops, mobile devices, and peripherals
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN, and business applications
• Respond to, prioritize, and document support requests through the ticketing system
• Set up, configure, and deploy equipment and software for new and existing employees
• Support onboarding and offboarding processes, including account provisioning and access management
• Assist with troubleshooting basic network connectivity issues and escalate as needed
• Maintain IT asset inventory and track equipment lifecycle
• Perform routine system updates, patches, and preventative maintenance
• Provide end-user guidance and basic training on systems, tools, and best practices
• Partner with internal teams and external vendors to resolve escalated issues

Minimum Education and Experience:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in IT or related field preferred
• 2–4 years of experience in IT support, help desk, or desktop support

Additional Eligibility Qualifications:

• Experience with Microsoft 365 and Windows environments
• Working knowledge of Active Directory (user accounts, permissions, group policies)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic understanding of networking (TCP/IP, DNS, DHCP)

Competencies Required:

• Strong problem-solving and troubleshooting skills
• Customer-focused with clear, professional communication
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and documentation skills
• Collaborative team player with the ability to work independently
• Adaptable and eager to learn new technologies

Direct/Indirect Supervisory Responsibility:

None

Work Environment/Physical Demands/Travel Required:

• This will be an in office role based in Ball Ground GA
• Ability to lift and move IT equipment (up to 25–50 lbs)
• Occasional travel to other office or job site locations may be required

AAP/EEO Statement

NextEdge provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, NextEdge complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

NextEdge expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of NextEdge employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.