Help Desk Technician 2 / Technical Alignment Specialist

At Syclone, we believe great IT support starts with people who take ownership - not just of tickets, but of outcomes. As a Help Desk Technician 2 / Technical Alignment Specialist, you won’t just close tickets; you’ll be trusted to own client relationships, spot risks before they become problems, and help build the technology standards our clients depend on. We’re looking for someone who wants more than a job - someone driven to grow their technical career, take real ownership of their work, and be part of a team building something meaningful at a growing Georgia-based MSP. This role is a real step in a defined career path - not a dead end. You’ll take on greater ownership than a typical Tier 2 role: leading client technical alignment reviews, working directly with our vCIO, and managing the full lifecycle of onboarding, offboarding, and service coordination. From here, driven team members have a clear track toward roles like Help Desk Team Lead or Help Desk Manager, or can specialize deeper into security, cloud, or technical alignment work as Syclone continues to grow. What you’ll do:

• Troubleshoot hardware, software, network, and cloud issues, resolving Level 1 and Level 2 tickets from start to finish
• Perform client technical alignment reviews, covering backups, cybersecurity controls, and endpoint compliance
• Manage onboarding/offboarding, equipment deployment, and Microsoft 365 provisioning
• Regularly travel locally to client sites for onsite support, hardware installs, and technology assessments - this is a hands-on role, not a desk-only position
• Communicate proactively and build trusted, lasting client relationships

A few practical details:

• Standard schedule is Monday-Friday, 8 AM-5 PM, with occasional flexibility needed for early mornings, evenings, or weekends based on client needs
• This role includes hands-on fieldwork - comfort with lifting equipment (up to 50 lbs), climbing ladders, and working in varied environments (including outdoors) is required

• 3-5 years of IT support experience
• Strong troubleshooting skills across Microsoft 365, Windows Server, Active Directory/Entra ID, and networking
• Sound judgment and the ability to independently manage work from intake through resolution
• Certifications (CompTIA A+/Network+/Security+, ITIL, HDI) are a plus - Syclone covers exam costs as you grow

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Opportunities for advancement, * Health Benefit Reimbursement
• 401(k)
• 401(k) matching
• Opportunity for advancement
• Paid time off
• Training & development

About Syclone Syclone is a Georgia-based IT Managed Service Provider built on a simple idea: technology should never get in the way of the work our clients do. We combine an AI-first approach with real, face-to-face relationships - because the best support still comes from people who know their clients and take pride in getting it right. We’re a small, tight-knit team based in Dawsonville, and we’re growing. Every person we hire shapes how we work and who we become next. If you’re looking for a place where your work is seen, your growth is invested in, and you’re never just a number, we’d like to meet you.