Onsite IT Support Technician (Tier 1) - Sandy Springs, GA

This Tier 1 support position provides frontline technical support to users by isolating, troubleshooting, and debugging product issues. This person should be kind, confident and calm when assisting end users. You will have excellent verbal and written communication skills and the ability to exhibit a high level of comfort while interfacing directly with technical and non-technical users.

A significant part of this role is user onboarding and offboarding. You will be the person who makes sure new hires have their accounts, equipment, and access ready on day one, and that departing employees are cleanly deprovisioned. We have documented procedures and a knowledge base for this work, and we expect them to be followed consistently.

Where You Will Work

This role is onsite in Sandy Springs, Georgia. Plan on being there five days a week. Some weeks will be less depending on client needs, project schedules, and coverage, and on days you are not scheduled onsite you will work remotely. This role also participates in our after-hours on-call rotation., * Respond to support requests via telephone, email, and support tickets, and provide hands-on support in person

• Own end user onboarding and offboarding: create accounts, assign licenses, enroll devices, configure access, and complete deprovisioning, all following documented procedures and on schedule
• Set up, deploy, and retire end user equipment including laptops, desktops, monitors, and peripherals
• Troubleshoot and recommend technical solutions for issues related to software setup and configuration
• Research and provide solutions for issues related to software and hardware errors
• Collaborate with teammates to resolve issues while actively contributing to a growing knowledge base that improves the efficiency of our team
• Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into our ticketing system and appropriately updating both users and appropriate employees of status of all issues on a timely basis
• Maintain proper documentation relative to technical best practices, guidelines for standard procedures, checklists, and so on, This is not a systems administration or escalation engineering role. You will not configure Group Policy, manage server infrastructure, or own the Intune tenant, and complex infrastructure problems route to our Tier 3 team. You will work inside those systems on end user tasks: account creation, password resets, device enrollment, and license assignment. This role sits at the entry point of our help desk. Growth from here runs through Tier 2 and Tier 3, and we promote from within, but the starting scope is frontline support.

You are passionate about technology and are eager to help people solve their IT problems. You are not intimidated by a challenge and know when to ask for help. You have experience with help desk support, and go out of your way to make sure that everyone you encounter has a positive experience. You are comfortable being the familiar face that walks up to someone’s desk, and you build good working relationships with people who are not technical. You have no problem working independently but love being a team player.

Ultimately, you know that the IT industry is constantly evolving and relentlessly fast-paced, but that doesn’t stop you from diving in., * Two or more years in an IT support or help desk role. Experience at a managed services provider is helpful but not required. If you have been the IT support person at a single company, that experience translates well here

• Experience running user onboarding and offboarding start to finish, with the discipline to follow a checklist exactly every time
• Strong analytical and troubleshooting skills with a proactive, service-oriented mindset
• Clear and professional written and verbal communication skills
• Excellent time management, prioritization, and organizational abilities
• Attention to detail with thorough and accurate documentation practices
• Proficient in troubleshooting Windows and macOS for end users
• Hands-on experience supporting Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and Wi-Fi configuration
• Experience creating and disabling user accounts, resetting passwords, and assisting with device enrollment in Microsoft 365 and Entra ID following documented procedures
• Familiarity with Active Directory user and group basics
• Comfortable walking users through MFA enrollment and sign-in issues
• Experience using remote support tools and ticketing systems to resolve user issues efficiently
• Comfortable working onsite with the same group of users every day
• Valid driver’s license and reliable transportation

Nice to Have

• Experience with a PSA or ticketing system such as ConnectWise, Autotask, or similar
• Experience with an RMM platform such as NinjaOne, Datto, or similar
• CompTIA A+, Network+, or Microsoft fundamentals certifications (MS-900, MD-102, SC-900)
• Prior experience at a managed services provider (MSP), * IT support or help desk: 2 years (Required)
• user onboarding and offboarding: 1 year (Preferred)

• Competitive salary, based on experience
• 120 hours of Paid Time Off in your first year, roughly three weeks, accrued each pay period. One bucket, no separate sick and vacation. Use it how you want. Carry up to 200 hours into the next year
• Health, Dental, Vision, Short-Term Disability and Life Insurance
• 401(k) Plan with Employer Match
• Tuition reimbursement and ongoing investment in certifications and training
• Mileage reimbursement for required travel during the workday
• Free onsite parking
• Added perks, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

QIT Solutions is a managed services provider that specializes in cybersecurity, cloud and IT management. Our clients trust us with their most important data, and we are committed to ensuring that they are always protected and productive. We partner with the best hardware and software brands to create out of the box, secure, and customized solutions for our clients. That is what we do. Who we are is a different story.

We are more than just an “IT company.” We have a nerdy passion for problem solving, a genuine desire to see our team members grow, and a fanatical drive to make our clients happy. We challenge the notion that “calling IT” is a hassle. We value hard work, honesty, integrity, and fun. Do you see yourself here? Read on.