IT Support Analyst II / Endpoint Specialist - onsite

Georgia Banking Company•Atlanta, GA

just now•Onsite

About The Position

The IT Support Analyst II / Endpoint Specialist is responsible for supporting, monitoring, and resolving escalated technical issues to improve the functionality, reliability, and security of corporate technology systems. This role serves as the primary escalation point for the Helpdesk, providing advanced troubleshooting across endpoints, Microsoft 365 platforms, and workplace technology. This position will deliver hands-on, on-site technical support while assisting with endpoint management, device lifecycle operations, and Microsoft 365 administration in a highly regulated environment. The ideal candidate is passionate about technology, delivers an exceptional service experience, and is eager to expand their knowledge of cloud-based systems within a modern, Microsoft-focused environment with opportunities to grow into advanced cloud and endpoint engineering roles. This position is based out of our Buckhead Corporate Office and requires in-office attendance 5 days per week, Monday-Friday.

Requirements

3+ years working in a corporate IT department in a support, desktop, or endpoint-focused role
3+ years working with Microsoft technologies such as Windows 11, Active Directory / Entra ID, and Microsoft 365 platforms
Experience troubleshooting and supporting modern endpoint environments (laptops, mobile devices, docking stations, peripherals)
Strong knowledge of modern computer hardware, operating systems, and enterprise software applications
Proven ability to troubleshoot complex technical issues across multiple systems and platforms
Strong customer service focus with the ability to communicate effectively with both technical and non-technical users
Ability to take ownership of issues and drive them through to resolution
Strong attention to detail and organizational skills
Ability to prioritize and manage multiple tasks in a fast-paced, rapidly growing environment
Desire to continuously learn and expand technical skillsets, particularly within Microsoft cloud technologies
Strong work ethic and commitment to deliver best-in-class service

Nice To Haves

Experience supporting Microsoft Intune in a production environment preferred
Experience in highly regulated environments is a plus

Responsibilities

Act as the primary escalation point for Helpdesk (Tier 1) support requests, resolving complex technical issues across systems, hardware, and software
Troubleshoot and resolve Microsoft 365 issues including Exchange Online, Teams, OneDrive, and SharePoint Online
Support Entra ID (Azure AD) user, device, and access-related issues, including account provisioning and troubleshooting access challenges
Administer and support Microsoft Intune including device enrollment, configuration, compliance, and remediation
Manage the full endpoint lifecycle including device provisioning (Autopilot), deployment, replacement, and decommissioning
Perform on-site support for employees, including troubleshooting hardware, peripherals, and office technology
Deliver exceptional service to employees, including timely communication, ownership of issues, and full resolution of support requests
Identify recurring issues and trends, recommending solutions to improve service levels and reduce operational friction
Collaborate with systems, security, and engineering resources to escalate and resolve complex technical issues
Assist in implementing endpoint standards, configurations, and best practices to ensure a secure and consistent environment
Support office expansions, relocations, and M&A integration activities including device deployment and user onboarding
Create and maintain documentation, procedures, and user guides for supported systems and common issues
Respond to service requests and escalations via phone, email, and in-person support in a timely and professional manner
Provide backup coverage to the IT Helpdesk by supporting Tier 1 ticket intake, troubleshooting, and resolution as needed