Technical Support Specialist II

Technical Support Specialist II

We are seeking a Technical Support Specialist II to provide Level 2 onsite technical support in a fast-paced corporate environment. This position is responsible for supporting end users with Windows and macOS devices, managing the complete device lifecycle, and ensuring reliable IT services. The ideal candidate is a proactive problem solver with excellent communication skills, a customer-first mindset, and the ability to work independently while collaborating with cross-functional IT teams. This is a 100% onsite position located in Alpharetta, GA.

Key Responsibilities:

• Provide Level 2 onsite and deskside technical support for Windows and macOS devices.
• Troubleshoot hardware, software, operating systems, and peripheral devices.
• Manage the complete device lifecycle, including new hire provisioning, imaging, deployment, replacements, repairs, inventory management, and asset recovery.
• Support Windows Autopilot and Microsoft Intune for device deployment and endpoint management.
• Administer and troubleshoot Jamf Pro for macOS device configuration, policy management, and application deployment.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot identity and access issues involving Microsoft Entra ID (Azure AD), Multi-Factor Authentication (MFA), Single Sign-On (SSO), and device compliance.
• Support conference room technology, Teams Rooms, AV equipment, and conferencing peripherals.
• Maintain accurate documentation and incident updates using ServiceNow.
• Identify recurring technical issues and contribute to process improvements and knowledge base documentation.
• Collaborate with Level 1 Service Desk teams, Level 3 engineering teams, and vendors to resolve complex technical issues.

Required Qualifications:

• 1–3 years of experience providing enterprise-level desktop or onsite technical support.
• Strong experience supporting macOS and Windows devices in a managed enterprise environment.
• Hands-on experience with Jamf Pro, Microsoft Intune, and Windows Autopilot.
• Working knowledge of Microsoft Entra ID (Azure AD), MFA, SSO, and access management.
• Experience supporting Microsoft 365 applications.
• Strong troubleshooting skills for desktops, laptops, monitors, docking stations, printers, and mobile devices.
• Experience using ServiceNow or similar IT Service Management (ITSM) tools.
• Excellent communication, organizational, and customer service skills.
• Ability to work independently in a high-volume onsite support environment.

Preferred Qualifications:

• Basic knowledge of Ubuntu Linux.
• Understanding of networking fundamentals, including Wi-Fi, DNS, and VPN troubleshooting.
• Experience with endpoint security solutions such as Microsoft Defender, encryption, and device compliance.
• Experience performing hardware upgrades, including RAM and SSD replacement.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.