IT Support Specialist

About ESi

Engineering Systems Inc. (ESi) is an engineering and scientific investigation and failure analysis firm. We partner primarily with law firms, insurance companies, and manufacturers to answer complex technical questions on projects ranging from small, focused investigations to large-scale, high-profile losses.

Our work spans a wide range of challenges, including major transportation accidents, equipment and product failures, personal injury claims, and damage to residential, commercial, and industrial structures. The variety, complexity, and real-world impact of our projects create deeply fulfilling and intellectually engaging careers for our consultants.

At ESi, you'll have the opportunity to shape your own path while being supported by a collaborative culture, national expertise, and industry-leading resources.

Key Responsibilities

• Monitor and triage the IT help desk queue throughout the day; take ownership of tickets, meet response and resolution service targets, and keep users informed with clear, courteous communication.
• Provide Tier 1 and Tier 2 troubleshooting for Windows and macOS laptops, iPads, mobile and BYOD devices, printers, conference room and collaboration technology (Webex, Microsoft Teams), and Microsoft 365 applications.
• Serve as a primary support resource for the Apple ecosystem, including macOS administration, iPad deployments, and BYOD enrollment, using Jamf Pro and Microsoft Intune.
• Install, configure, and troubleshoot approved software, including specialty engineering applications, following ESi application allowlisting and elevation procedures.
• Support user accounts, password resets, multi-factor authentication, and access requests through Microsoft Entra ID, in compliance with ESi security standards.
• Assist with support of ESi's enterprise file collaboration platform, including access and sync questions, and support secure remote access connectivity for users.
• Provide hands-on support for the Atlanta office, including hardware setup, repairs, peripheral replacement, new hire workstation provisioning, and local network hands-and-eyes assistance for the infrastructure team.
• Execute onboarding and offboarding tasks per documented checklists, including device provisioning, account setup, and equipment recovery, and keep the IT asset management system accurate.
• Create and maintain knowledge base articles, how-to guides, and standard operating procedures for recurring issues; contribute content that improves AI-assisted ticket deflection and user self-service.
• Escalate complex issues to Tier 2 and Tier 3 specialists with thorough documentation of symptoms, environment, and troubleshooting already performed.
• Identify recurring issues and automation opportunities and raise them to the Help Desk Team Lead.
• Participate in an on-call rotation for urgent user support as required.
• Other duties as assigned.

Qualifications

Education / Certifications / Licenses

• 2+ years of experience in an IT help desk, service desk, or desktop support role supporting 100+ users, or equivalent demonstrable skills.
• Relevant certifications such as CompTIA A+, Microsoft MD-102, Jamf Certified Associate, or Apple Certified Support Professional.

Experience Required

• Hands-on experience supporting Apple devices (macOS and iOS/iPadOS) in a business environment.
• Experience working in a ticketing system with documented SLAs; Jira Service Management experience a plus.
• Strong documentation habits and attention to detail.
• Experience with endpoint management platforms such as Jamf Pro or Microsoft Intune; remote monitoring and management (RMM) experience a plus.
• Experience with application control, endpoint security, or phishing response tooling.
• Familiarity with AI-assisted support tooling or a strong interest in applying AI to service desk workflows.
• Experience supporting engineering, architecture, legal, or other professional services users and their specialty applications (CAD or analysis software) is a plus.

Other Technical & Non-Technical Skills (i.e communication skills, computer skills, etc)

• Strong working knowledge of Windows 11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) troubleshooting.
• Excellent customer service and written communication skills; able to explain technical topics to non-technical users with patience and professionalism.
• Exposure to identity administration in Microsoft Entra ID (Azure AD).

What We Can Offer You

We believe great work happens when people feel supported, challenged, and trusted. Some of the benefits we offer include:

• Medical, Dental & Vision
• Life Insurance/Voluntary Life Insurance/Universal Life Insurance
• 401k with employer match
• Pet Insurance
• Flexible Time Off (FTO) - encouraged to take 20 days of paid time off/year
• 10 paid holidays (9 standard holidays and 1 floating holiday)
• Work/Life Balance in a collaborative working environment
• Wellness Reimbursement
• Career Growth & Continuing education opportunities

Compensation will be made up of a competitive base salary as well as bonus potential determined by your own individual performance and the performance of the organization overall.

Physical Demands:

This role requires sitting for extended periods of time and the ability to stand and walk as needed throughout the workday. The position involves regular computer-based work and use of standard office equipment. This role may occasionally require lifting and/or moving items weighing up to 25 pounds. The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment:

Work is performed in a standard office environment and may include remote or hybrid work arrangements. The work environment is generally quiet to moderately noisy and involves typical office conditions including computer workstations and standard office equipment. The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

To all recruitment agencies: ESi does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of ESi without a prior written search agreement will be considered unsolicited and the property of ESi. Please, no phone calls or emails.

ESi is an equal opportunity employer committed to attracting and retaining the most qualified individuals based on merit, experience, and skills. Employment decisions are made without regard to race, ethnicity, color, religion, national origin, sex, sexual orientation, age, disability, or veteran status. In accordance with applicable laws, ESi actively supports the employment of veterans and individuals with disabilities.