IT Help Desk Technician II

ATLANTA MISSION • Atlanta, GA

2d • $50,000 - $60,000 • Onsite

About The Position

The IT Helpdesk Technician at Atlanta Mission provides advanced support and serves as the escalation point for Tier 1 issues. This role assists with system administration, network troubleshooting, and helping maintain secure, up-to-date systems. Atlanta Mission provides life-transforming experiences for everyone that joins our team: employees, clients, donors, and volunteers. We serve over 1000 men, women, and children every day by providing food, shelter, clothing, counseling, vocational and spiritual guidance.

Requirements

• Associates degree in IT, Computer Science, or equivalent experience/certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop).
• 2+ years of IT support or systems administration experience.
• Strong familiarity with Microsoft 365, Azure AD, Windows networking.
• Experience with RMM tools and helpdesk platforms.
• Strong customer service skills with the ability to communicate technical concepts clearly.
• Commitment to Atlanta Mission's faith-based values and mission to transform the lives of those suffering from homelessness, poverty and addiction.

Responsibilities

• Serve as the escalation point for Helpdesk Level 1, resolving advanced software, application, connectivity, and system configuration issues.
• Perform in-depth diagnostics and troubleshooting of hardware, software, and peripheral devices.
• Support and troubleshoot server, Wi-Fi, VPN, and network connectivity issues in collaboration with the Network Administrator.
• Manage user accounts, permissions, and access in Active Directory, Microsoft 365, and other enterprise systems.
• Support ERP, Salesforce, and other mission-critical applications.
• Manage endpoint imaging, deployment, patching, and security updates.
• Assist with the deployment of software updates, new equipment, and infrastructure improvements.
• Monitor RMM alerts and system dashboards, taking proactive corrective action as needed.
• Document issue resolutions, procedures, and best practices; maintain internal IT knowledge resources.
• Train and mentor Helpdesk Level 1 staff and contribute to process and service improvements.
• Participate in occasional after-hours support and on-call rotation as required.

Benefits

• Retirement Savings with Matching Contribution
• Medical Insurance
• Dental & Vision Insurance
• 3 Weeks Paid Time Off accrued during your first year
• 10 Paid Holidays
• 1 Mental Health Day/year
• Life Insurance
• Short-Term Disability
• Travel Assistance Program
• Employee Assistance Program (EAP)
• Medical Concierge
• Spiritual & Professional Training & Development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree