IT Helpdesk Specialist

The IT Helpdesk is responsible for ensuring premier support for all employees’ IT needs based on a predefined set of technologies and processes. The IT Helpdesk Specialist will primarily be responsible for responding to, resolving, or escalating end-user support issues across our modern SaaS and hybrid-hardware landscape.

A strong customer service mindset is the key to succeeding in this role. This position will be the first point of contact for end-users to report any technical issues., * Strategy & Collaboration: Work closely with the IT Support Manager to implement an organizational-wide technology strategy.

• Ticketing Systems: Maintain, update, and triage the organization’s ticketing system to ensure strict SLA compliance.
• Documentation: Update and maintain detailed and complete IT Support documentation (including internal self-service articles and IT SOPs).
• Project Participation: Participate in the implementation and ongoing support for organization-wide IT projects, especially those involving end-user onboarding/offboarding automation, hardware lifecycle refreshes, and software enhancements.
• Asset Management: Ensure an accurate inventory of user hardware (macOS & Windows) and SaaS software license allocations.
• Identity & Access Management: Administer user accounts, group memberships, and single sign-on (SSO) integrations within Google Workspace and Okta.
• Network Support: Assist with basic troubleshooting of local office network infrastructure (specifically Cisco access points, switches, and VPN connectivity) to ensure seamless office connectivity.
• AI Integration Support: Assist users in navigating, troubleshooting, and adopting company-approved AI productivity tools and assistants.
• Professionalism: Capability to follow instructions, take ownership of job responsibilities, balance and prioritize multiple user issues, and remain calm under pressure., * Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays.

Do you have experience in macOS?, * Experience: Two or more years of relevant experience working in a fast-paced SaaS/AI organization.

• Problem-Solving: Demonstrated experience solving reported end-user issues directly across both macOS and Windows operating systems.
• Communication: Ability to provide instructions to users clearly and efficiently, with excellent writing and follow-up skills.
• Analytical Thinking: Strong critical-thinking, analytical, and troubleshooting skills.
• Tools: Comfortable working with modern IT support tools (RMM, MDM, IAM, and Ticketing Platforms)
• Time Management: Excellent time management and multitasking skills in a dynamic environment., * Device Management: 2+ years of user device management experience across mixed environments (Windows and Apple Mac).
• Mobile Device Management (MDM): 2+ years of experience deploying and administering MDM solutions (e.g., Jamf, Kandji, Meraki, or Intune).
• Identity & Access Platform Expertise: Hands-on experience administering Okta (provisioning, MFA, policy enforcement) and Google Workspace (Gmail, Drive, Shared Drives, and Admin Console).
• Networking: Familiarity with Cisco networking concepts, including wireless configurations, VLANs, and VPN client configuration.
• AI Knowledge: Familiarity with the deployment, data security policies, and troubleshooting of modern LLMs/AI productivity tools (e.g., ChatGPT, Microsoft Copilot, Gemini, Claude).
• IT Service Management (ITSM): 2+ years of experience in administering and improving IT Ticketing systems and processes.
• Security Mindset: Solid understanding of physical, logical, internet, and wireless security practices, alongside a strong understanding of user authentication, permissions, and encryption.

Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k) matching
• Vision insurance
• Health savings account
• Dental insurance
• Stock options