IT Support Specialist

Job Description

Job Description

Role: IT Support Specialist Department: IT Location: Atlanta Reports into: Director of IT, UK based Contract: Full Time

About the role

We are seeking an IT Support Specialist based in the Atlanta office to serve as a key point of contact for help desk requests across our global offices. This is a hands-on role combining both desk-side and remote support, ensuring timely and effective resolution of IT issues for teams worldwide.

What you will do

• Provide first- and second-line technical support to users across global offices, both remotely and in person

• Act as a primary point of contact for help desk requests, ensuring timely resolution and excellent user experience

• Troubleshoot hardware, software, and network issues across Windows, macOS, and common business applications

• Manage user accounts, permissions, and access across core systems (e.g. Google Workspace, Microsoft 365, Slack)

• Set up, configure, and maintain laptops, workstations, and mobile devices

• Support onboarding and offboarding processes, ensuring a smooth experience for new starters and leavers

• Monitor and manage ticket queues, prioritising and escalating issues where necessary

• Maintain accurate documentation of systems, processes, and common fixes

• Collaborate with IT engineers to resolve complex issues and improve support processes

• Contribute to continuous improvement of IT services, tools, and user support standards

Experience we are looking for

• Proven experience in an IT support or help desk role

• Hands-on experience supporting Google Workspace (G Suite) and/or Microsoft Azure environments

• Experience managing users and permissions in tools such as Slack, Google Admin, and Azure AD

• Strong troubleshooting skills across Windows and macOS environments

• Experience with endpoint management / MDM tools (e.g. Intune, Kandji, or similar)

• Familiarity with ticketing systems (e.g. Jira Service Management, Zendesk, Freshservice)

• Understanding of network fundamentals (Wi-Fi, VPNs, DNS, basic troubleshooting)

• Experience setting up and supporting laptops, mobile devices, and peripherals

• Ability to support a remote / hybrid and globally distributed workforce

• Strong communication skills with a focus on user experience and clear problem-solving

Skills, behaviours and values we are looking for:

• Technical Expertise : Good understanding of IT systems, hardware/software troubleshooting, and network administration to provide timely, effective support.
• Problem-Solving Abilities : Skilled in diagnosing and resolving issues with a structured, methodical approach, ensuring quick and accurate solutions.
• Clear Communication : Ability to explain technical concepts in simple terms to both technical teams and non-technical users, ensuring clarity and transparency.
• Customer-Centric : Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience.
• Attention to Detail : High standard of accuracy in troubleshooting, documentation, and reporting, ensuring no details are overlooked and issues are fully resolved.
• Proactive & Driven : Demonstrates a proactive mindset, identifying potential problems before they escalate and continuously seeking ways to improve processes.
• Accountability : Takes ownership of assigned tasks and incidents, managing priorities effectively to ensure issues are resolved in a timely and efficient manner.
• Adaptability & Resilience : Comfortable working in a fast-paced environment, quickly adjusting to new technologies, evolving business needs, and high-pressure situations with a positive attitude.
• Collaboration & Teamwork : Works well within cross-functional teams, actively sharing knowledge, offering support, and learning from colleagues to continuously improve team performance.

This is the the basic salary range for U.S. based candidates
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity

Basic Salary Range

$50,000—$55,000 USD

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.

Don't Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our user's ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it's right, not where it's simplest.
• Resilience. We don't give up until we find the right solution, even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring