IT Support Associate

IT Support Associate

The IT Support Associate provides frontline technical support, troubleshooting, and issue resolution for desktops, laptops, tablets, iPhones, and iPads. This role manages user accounts, device setup, and software licensing in a Microsoft Azure and Intune environment while ensuring compliance and security through Azure Active Directory (Entra ID) and Intune Endpoint Manager. The position supports network connectivity, cloud applications (e.g., Microsoft 365), and delivers excellent customer service across Greater Atlanta's 34-county region. The ideal candidate has strong Microsoft cloud administration and problem-solving skills and thrives in a fast-paced environment.

Duties and Responsibilities

Helpdesk Support & Troubleshooting

• Serve as the first point of contact for technical support, diagnosing and resolving hardware, software, and network-related issues.
• Provide remote and on-site IT support using tools like ScreenConnect, RustDesk, or QuickAssist.
• Manage and troubleshoot user accounts and access in Azure Active Directory (Entra ID), Microsoft 365, and related systems.
• Accurately log, classify, and track incidents, ensuring proper prioritization and documentation.
• Submit and track warranty repair and replacement requests for devices.
• Provide technical support for conference room A/V systems, printers, and peripheral devices.
• Escalate unresolved issues promptly while maintaining ownership and follow-up communication.

Provisioning & Equipment Management

• Onboard and offboard employees, ensuring proper devices, Intune enrollment, applications, and security configurations are applied.
• Reimage, configure, and deploy laptops, desktops, and tablets using the best practices of Intune Autopilot and endpoint management.
• Provision and manage desktop VoIP phones, mobile devices, and cloud-based telephony solutions.
• Maintain accurate inventory records for IT assets, software licensing, and assigned devices.
• Ensure endpoint devices comply with Intune compliance policies, updates, and encryption standards.

Operational & Administrative Responsibilities

• Maintain up-to-date technical skills and proactively learn new Microsoft cloud and security technologies.
• Provide end-user training on hardware, software applications, and IT best practices.
• Support IT projects involving Azure AD integrations, Intune deployments, network upgrades, security enhancements, and system migrations.
• Travel within the 34-county jurisdiction as required (~15%).
• Occasionally work on weekends or after hours as needed for critical updates or emergency support.
• Perform other duties as assigned to support IT operations.

Knowledge, Skills, and Abilities

Required Qualifications

• Strong customer service and communication skills with a positive, patient, and adaptable attitude.
• Proven ability to troubleshoot hardware, software, and network connectivity issues effectively.
• Hands-on experience with Microsoft Intune, Azure Active Directory (Entra ID), and Microsoft 365 administration.
• Familiarity with Intune compliance, device configuration, and Autopilot enrollment.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Willingness and ability to learn new technologies, security practices, and cloud-based solutions.
• Must be able to lift and carry up to 50 lbs. and perform physical tasks such as walking, bending, and climbing stairs/ladders.
• Must be a licensed driver with a reliable, insured vehicle for work-related travel.

Preferred Qualifications

• Experience supporting Windows, macOS, and iOS devices.
• Working knowledge of Azure resource groups, conditional access, or endpoint security solutions.
• Experience supporting network connectivity issues (Wi-Fi, VPN, firewalls, DNS, DHCP).
• Certifications such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Azure Fundamentals (AZ-900), or CompTIA A+/Network+/Security+.
• Associate's degree in information technology, Computer Science, or a related field (or equivalent work experience).

*Must successfully complete a criminal, motor vehicle, and credit background check.