Senior Specialist - IT Support

• 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. Assist with how to resolve end user issues
• Respond to and resolve technical issues via email, chat, video conference, or in-person
• Ensure timely resolution of incoming support tickets, escalating where appropriate

• Hardware and Software Setup & Maintenance

• 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

• Asset and Inventory Management

• 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
• Support the standardization of processes and documentation across regions or teams
• Contribute to Knowledge Base on a consistent basis

• 5 to 7 years of customer or internal facing level 2 technical support in an IT or MSP environment
• Experience in comparable service industries is preferred, but not strictly required
• 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+, and ITIL certifications Ability to multi-task.

• Capabilities and Personal Attributes

• 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
• Ability to document and clearly communicate organizational IT procedures
• Strong time management and organizational abilities to contribute to a global support workflow
• Logical and methodical problem-solving approach to technical challenges
• Capability to work efficiently in multicultural and distributed teams
• Fast learner with the intellectual capacity to adopt new technical procedures quickly and apply them in daily operations
• Embraces and continuous learner of new technology
• Basic understanding of generative A1 concepts

3.93.9 out of 5 stars Atlanta, GA 30309 Hybrid work $80,000 - $100,000 a year, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, 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.