Sr. IT Support Specialist

The Sr. IT Support Specialist provides advanced technical support across the organization's three Georgia locations, serving as the primary escalation point and subject matter expert for complex hardware, software, and infrastructure issues. This senior-level role operates with a high degree of independence, collaborating cross-departmentally with Systems Administration, Networking, and other technical teams to support infrastructure projects, system deployments, and regional IT operations. In addition to resolving escalated technical issues, the Sr. IT Support Specialist sets quality standards, mentors junior staff, and contributes to the continuous improvement of IT support processes and documentation., * Diagnose and resolve complex hardware, software, and infrastructure issues escalated from lower support tiers; set resolution standards and train staff on advanced troubleshooting techniques

• Analyze support data to identify recurring problems, drive process improvements, and coordinate with other departments on system-wide issues
• Provide cross-departmental support to Systems Administration, Networking, and other technical teams on infrastructure projects and system deployments
• Oversee Active Directory compliance, server support activities, endpoint management, and network incident response, guiding junior staff and coordinating with infrastructure teams as needed
• Develop and maintain advanced scripts to automate multi-step processes, integrate with other platforms, and optimize system and network tasks
• Review scripts for performance and security and train staff on scripting best practices
• Define and enforce ticket quality standards, conduct regular audits, and provide coaching based on performance data
• Develop and maintain documentation standards, templates, and technical guides, ensuring relevance, quality, and staff adoption
• Ensure team compliance with security policies, oversee access audits and incident response, and promote a security-aware culture through ongoing training and coordination with IT security teams
• Serve as the regional escalation point for IT issues across the three Georgia locations, traveling on-site as needed and coaching team members to maintain high service quality
• Train and mentor junior staff across technical disciplines including troubleshooting, AD, endpoint management, and documentation practices
• Review performance dashboards and reports regularly to guide staffing and process decisions, and present SLA and KPI summaries to leadership
• Monitor team workload, oversee scheduling for support tasks and projects, resolve timeline conflicts, and allocate resources in alignment with business priorities
• Develop scalable support strategies and performance metrics aligned with business goals; implement automation and self-service solutions and contribute to continuous improvement and team development initiatives
• Maintain succession planning awareness, contribute to career development frameworks, and identify and nurture high-potential team members
• Travel between multiple offices in the Atlanta, GA area; primary location is Duluth, GA.

• Degree in Information Technology, Computer Science, or a related field; equivalent experience in lieu of a degree will be considered
• 5+ years of experience in IT support or a related role, with demonstrated progression in technical responsibility
• Advanced knowledge of Microsoft 365, Active Directory, and Windows operating systems.
• Experience with network troubleshooting, server support, and endpoint management tools
• Demonstrated ability to serve as an escalation point and subject matter expert for complex technical issues
• Experience mentoring or providing guidance to junior IT staff
• Strong written and verbal communication skills with the ability to present technical information to varied audiences

Pulled from the full job description 401(k) 4% Match Tuition reimbursement Pet insurance Health insurance 401(k) matching Paid time off Vision insurance, Hourly Rate: $34.24-$47.077 Commensurate (dependent on experience, education, and qualifications) Profit-Sharing Bonus: Semi-annual, performance-based (10% to 20% of salary) Day-One Benefits: Medical, Dental, Vision 401(k) with 4% match and immediate vesting ️ PTO: Starting at 80 hours of vacation & 40 hours of sick time per year + 10 paid holidays ️ Flexible Work Schedule: Every other Friday off Career Development: Advancement opportunities, tuition reimbursement Perks: Gym membership stipend, wellness program, fertility benefits, pet insurance, and more

At Ampirical, we're shaping the future of the power grid with precision, innovation, and purpose. Just as the ampere is the foundation of electric current, Ampirical is a core force driving the energy sector forward. We focus on quality, forward-thinking solutions, and empowering our team to grow and thrive. We don't just build projects-we build careers. If you're looking for a place where your contributions matter and your professional development is supported every step of the way, we'd love to meet you. Watch this video to get a glimpse into our culture.