Senior Specialist - IT Support

About the role

The IT support group is part of our global IT organization. The Support team consists of the subteams lifecycle, incident, and escalation support. This position forms part of our incident support team (around 15 people), locally covering our US offices and equally responsible for global support and collaboration with our worldwide team. This role will be based in our Atlanta office 2 to 3 days each week. Expected work hours will be 11a – 8p to support our West Coast locations.

Responsibilities

• Provide level 1 and level 2 technical assistance and training to users and clients experiencing issues with computer systems, cloud applications, infrastructure, software, or hardware
• Troubleshoot and diagnose problems related to network connectivity, software functionality, and hardware malfunctions
• Aid in resolving technical issues via email, chat, video conference, or in-person
• Ensure timely resolution of incoming support tickets, escalating where appropriate
• Assist in the setup, installation, and configuration of company IT equipment including laptops, desktops, and peripherals
• Support the installation and configuration of standard software packages and tools
• Coordinate hardware refreshes, replacements, and upgrades in alignment with lifecycle policies
• Maintain and update equipment as needed to ensure optimal performance
• Maintain up-to-date records of hardware inventory using appropriate asset management tools (CMDB)
• Work with leadership to monitor stock levels and coordinate equipment orders as needed
• Ensure asset data accuracy, including location, user assignment, and lifecycle status
• Process compliance and continuous improvement
• Adhere to IT support and service management processes, ensuring high-quality service delivery
• Document solutions and procedures in the internal knowledge base
• Identify recurring issues and propose improvements to reduce future incidents
• Contribute to Knowledge Base on a consistent basis

Requirements

• 5 to 7 years of customer or internal facing level 2 technical support in an IT or MSP environment
• Solid understanding of Microsoft Windows hardware, operating systems (Windows 11), end-user client applications, and business software such as Office 365, SSO, VPN and IOS mobile devices
• Experience with ITS Systems and ITIL - Top Desk, ServiceNow, Jira
• Understanding of technical concepts such as basic TCP/IP networking
• Experience with Microsoft Entra (Azure Active Directory) and Intune
• Practical experience in remote troubleshooting and supporting end users across geographies
• Demonstrated adherence to IT policies and established best practices
• Certifications with Microsoft such as Windows 11, Azure, CompTIA A+

Qualifications

• Ability to multi-task
• Customer-centric mindset
• Team player mentality – with strong initiative and ability to work independently as a self-starter
• Solid written and verbal communication skills for internal and external stakeholder interaction
• Strong time management and organizational abilities to contribute to a global support workflow
• Logical and methodical problem-solving approach to technical challenges
• Fast learner with the intellectual capacity to adopt new technical procedures quickly and apply them in daily operations
• Basic understanding of generative A1 concepts

Skills

• Microsoft Windows hardware, operating systems (Windows 11)
• End-user client applications
• Business software such as Office 365, SSO, VPN and IOS mobile devices
• ITS Systems and ITIL - Top Desk, ServiceNow, Jira
• Basic TCP/IP networking
• Microsoft Entra (Azure Active Directory) and Intune

Benefits

The pay range for this position is $80,000 - $100,000/year. Compensation may vary depending on relevant experience, skills, geographic location, and business needs. We offer a comprehensive package of benefits including paid time off, 13 paid holidays per year, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.