Technical/ Ops Support Specialist _ Atlanta, GA (Local / W2)

Responsible for supporting IT infrastructure operations, IMAC (install, move, add, change) activities, and asset lifecycle management across enterprise environments including offices, reservation centers, and airport locations. This role blends hands‑on technical field support with data‑driven analysis, leveraging ServiceNow, asset systems, and reporting tools to improve service performance, asset utilization, and operational efficiency. IT Infrastructure & Field Operations Perform IMAC activities including installation, relocation, and upgrade of IT infrastructure devices Configure, install, test, maintain, and troubleshoot hardware and operating systems Perform preventative maintenance and respond to onsite and on‑call support needs Coordinate with internal teams, vendors, and project stakeholders to deliver technical solutions Asset Management & Lifecycle Support Verify and track IT assets in accordance with enterprise policies prior to changes or relocation. Maintain and update asset management systems with a strong focus on data accuracy and integrity Support full asset lifecycle processes including deployment, tracking, auditing, and decommissioning Ensure proper documentation, labeling, and tracking of infrastructure and equipment Service Delivery & Problem Resolution Troubleshoot and resolve hardware, software, and connectivity issues across supported environments. Perform root cause analysis using both technical expertise and data‑driven insights to prevent recurring issues Deliver high‑quality technical support while minimizing business impact and downtime Follow enterprise standards for implementing changes with minimal disruption Analyze ServiceNow ticket data to identify trends, recurring incidents, and opportunities for service improvement Develop and maintain reports and dashboards using tools such as Power BI, Excel, or similar platforms Track and report on: Incident trends and repeat issues SLA performance and resolution times Asset lifecycle status and utilization Field operations productivity metrics Perform data validation, cleansing, and reconciliation within asset management and ITSM systems Partner with Field Planning and Project Management teams to provide data‑driven recommendations Translate operational data into actionable insights to improve efficiency and reduce service disruptions Communicate effectively with technical teams, leadership, and end users to ensure alignment and service excellence Provide analytical input and reporting insights to support planning and decision‑making Maintain accurate and detailed technical and operational documentation

WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)

Basic Entry Requirements Strong troubleshooting skills across hardware, software, and Windows 10/11 environments Basic knowledge of networking, servers, and enterprise applications (e.g., Office 365, Outlook) Experience working with IT ticketing systems such as ServiceNow Familiarity with asset management processes and tools Ability to provide on‑site and on‑call support (24x7 as needed) Valid driver's license and willingness to travel, including overnight Data & Analytical Skills Experience using Excel for data analysis (pivot tables, reporting, data validation) Exposure to ServiceNow reporting, dashboards, or data extraction Basic understanding of data analysis concepts (trend analysis, KPIs, performance metrics) WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS) Technical & Analytics Tools Experience with Power BI, Tableau, or similar data visualization tools Working knowledge of SQL or database querying Experience analyzing large datasets to drive operational improvements Familiarity with CMDB and IT asset data models Exposure to automation or scripting (Python, PowerShell) for reporting or process improvement Core Competencies Data‑Driven Mindset: Ability to interpret operational data and translate into actionable insights Problem Solving: Uses structured, data‑informed approaches to resolve complex issues Communication: Clearly conveys technical and analytical information to diverse audiences Teamwork: Collaborates effectively across technical and operational teams Organization: Manages multiple priorities while maintaining attention to detail Documentation: Ensures accurate, complete, and shareable records of work and assets Customer Focus: Committed to minimizing downtime and delivering high‑quality service #J-18808-Ljbffr Datum Technologies Group