Specialist, IT Support

Specialist, IT Support

Role Type (FT/PT/Temporary): Full-Time

Department: Information Technology

Reports to (Role): Manager, IT Operations

Location: Atlanta, GA

Salary Range: $75,000 - $85,000

INSIGHTS FROM HR:

• This position is an on-site position in our North Atlanta office. Potential for it to be 4 days in-office 1 remote in the future.
• We are looking for candidates that fit our company culture. We need them to like talking to people, working hard, and challenging situations.
  • We are growing and this will bring a lot of fun opportunities for this candidate.
• This candidate would need to be comfortable to work autonomously as their manager and department lead would not sit in the Atlanta off or in the same time zone.
• We are okay with someone more junior in their career. We would like someone comfortable with AI and not afraid of it.
• There is a candidate that I have been trying to poach. (Tom Race with Royal Fresh Cuts). Would be interesting if you could connect with him.

Position Summary


Our client is seeking an IT Support Specialist to join their Information Technology team based in Atlanta, GA. This role is responsible for providing day-to-day technical support to employees, maintaining end-user systems and devices, and ensuring the smooth operation of IT services across the organization.


The IT Support Specialist will serve as a key point of contact for technical support requests, helping team members resolve hardware, software, and system-related issues while supporting onboarding, offboarding, and ongoing IT operations. This is a hands-on role requiring strong technical troubleshooting skills, excellent customer service, and a proactive approach to supporting a growing business.

Role & Responsibilities

Help Desk & End User Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, operating systems, applications, and user accounts.
• Manage and prioritize helpdesk tickets, ensuring timely resolution and escalation when necessary.
• Deliver exceptional customer service by communicating clearly with users, providing updates, troubleshooting guidance, and follow-up through resolution.
• Create and maintain IT documentation, standard operating procedures, knowledge base articles, and user guides.
• Support employee onboarding and offboarding activities, including account setup, device provisioning, access management, and equipment recovery.
• Track and report on support metrics, recurring issues, and opportunities for process improvement.

Hardware Deployment & Asset Management

• Prepare, configure, deploy, and replace laptops, desktops, mobile devices, and peripherals.
• Coordinate the shipment, delivery, and handoff of IT equipment to employees across multiple U.S. locations.
• Maintain accurate inventory records and perform routine audits of company-owned hardware and technology assets.
• Ensure all devices meet company standards and security requirements before deployment.
• Troubleshoot hardware issues and coordinate warranty repairs or vendor support as needed.

Systems Administration & Technical Operations

• Perform routine administrative tasks within Microsoft 365, Active Directory, Entra ID, and Microsoft Intune.
• Support user provisioning, license management, device enrollment, and access administration.
• Monitor system alerts and respond according to established procedures.
• Assist with routine maintenance activities, including software updates, device compliance monitoring, backups, and patch management.
• Support the implementation and enforcement of IT security policies and standards, including multi-factor authentication (MFA), password management, and access controls.
• Collaborate with the IT Operations Manager and external technology partners to support system enhancements, projects, and security initiatives.

Qualifications

Required

• Minimum of 3 years of experience in an IT Support, Help Desk, or Systems Support role.
• Strong working knowledge of Windows 10 and Windows 11 environments.
• Experience supporting Microsoft 365 applications and services.
• Familiarity with Active Directory, Microsoft Entra ID, Azure, and Microsoft Intune.
• Demonstrated ability to troubleshoot hardware, software, and user access issues.
• Strong organizational skills with the ability to manage multiple priorities and support requests.
• Excellent verbal and written communication skills with the ability to support both technical and non-technical users.

Preferred

• Experience working in a multi-location business environment.
• Relevant technical certifications such as CompTIA A+, Microsoft 365 Fundamentals, Azure Fundamentals, or similar credentials.
• Exposure to endpoint security, device management, and IT compliance best practices.

Our client is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other legally protected status. We encourage individuals of all backgrounds to apply and join us in creating innovative solutions for the travel industry.