IT Support Analyst II

Docebo•Athens, GA

1d•Hybrid

About The Position

As an IT Support Analyst II at Docebo, you will be the backbone of our everyday technology operations, ensuring our global team of Docebians stays connected, secure, and empowered. You’ll elevate end-user support by combining hands-on technical problem-solving with cutting-edge AI workflows and infrastructure management. In this role, you won't just resolve tickets—you’ll drive continuous innovation, streamline processes, and help shape a seamless digital workplace. If you’re ready to take ownership, level up your technical impact, and transform IT service delivery, your next adventure starts here!

Requirements

Proven Track Record: Bring 2+ years of relevant IT support experience operating within distributed, global teams.
Multi-OS Mastery: Deep hands-on experience supporting business users across multiple operating systems, including macOS, Windows, and mobile platforms.
Identity & Endpoint Expertise: Demonstrated experience managing IAM solutions (e.g., OKTA, OneLogin) and MDM/UEM ecosystems (e.g., Jamf, Intune, Mosyle, or VMware Workspace ONE).
Network & SaaS Fluency: Strong understanding of wired/wireless network infrastructures (specifically CISCO Meraki) and hands-on administration of Google Workspace.
Automation & Scripting Mindset: Working knowledge of scripting languages (e.g., Bash, PowerShell) paired with an eagerness to automate manual tasks and streamline operations.
Communication & Problem-Solving: Outstanding troubleshooting skills, high attention to detail, and clear communication habits across cross-functional and remote environments.

Nice To Haves

AI Workflows Early Adopter: Direct experience integrating AI tools or agents (e.g., ChatGPT, Claude, Copilot) into IT ticketing, triage, or support workflows.
Security & Policy Developer: Prior experience collaborating with Security teams to build out IT standards, guidelines, or compliance protocols.

Responsibilities

Champion Service Excellence: Respond promptly to incoming service desk requests via the Atlassian suite (Jira)—handling onboarding, access requests, hardware/software procurement, and network troubleshooting with high transparency and user empathy.
Architect Seamless Infrastructure: Configure, maintain, and troubleshoot local office networking devices (wireless access points, switches, routers, and firewalls) powered by CISCO Meraki, alongside Zoom and AV room solutions.
Supercharge Access & Identity: Administer IAM solutions (OKTA) and core SaaS collaboration tools including Google Workspace and Slack, while managing the full lifecycle and hardware inventory of our global device fleet.
Fortify Security & Compliance: Manage endpoint protection across all company devices leveraging MDM/UEM and SASE systems, upholding strict data confidentiality and enforcing Docebo’s security policies.
Pioneer AI-Enabled Workflows: Harness AI tools and agents to automate repetitive IT tasks, accelerate ticket triage, and continuously optimize internal support workflows for faster resolutions.
Collaborate Across Boundaries: Partner closely with HR, Operations, Security, and IT Systems Architects to align technology initiatives, address complex system issues, and safeguard company assets.
Keep the Engine Running: Proactively engage with both in-office and remote team members to resolve technical roadblocks and participate in our on-call rotation to deliver dependable IT support.

Benefits

Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
Access to health benefits.
Paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!
Coverage offering time with your little one(s).
Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events.

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