IT Support Associate

World 50 Group•Atlanta, GA

1d•Hybrid

About The Position

The IT Support Associate (Level 1) is the front-line contact for the global IT Operations and Security team, owning day-to-day user support end-to-end, including request triage, device provisioning, access management, and routine troubleshooting. The role provides fast, empathetic, and reliable assistance to colleagues and offers training on the company’s systems. It is intended as a launchpad for growth into Systems Administration / IT Operations or Cybersecurity & Security Operations as core responsibilities are mastered. The position supports macOS and Windows devices, user and device lifecycle processes, identity and SaaS access management, client-side networking, basic security triage, and documentation. The role is based in Atlanta and follows a hybrid schedule, with employees expected to work in their local office at least twice per week.

Requirements

Foundational understanding of computers, operating systems, and basic networks, gained through work experience, formal study, or hands-on homelabbing.
Proactive, methodical, detail-oriented approach, with ownership of problems through resolution, consistent use of runbooks, and good judgment about when to ask questions.
Clear, patient, and empathetic verbal and written communication skills.
Basic comfort with both macOS and Windows environments.

Nice To Haves

Experience or familiarity with Workspace ONE or Jamf MDMs.
Experience or familiarity with Rippling or Google Workspace Administration.
Experience or familiarity with CrowdStrike or Zscaler.
Experience or familiarity with Freshservice or Slack.
Understanding of basic networking concepts, including IP addresses, subnets, DNS, DHCP, and Wi-Fi troubleshooting.
Interest in IT security principles or scripting languages such as Bash, PowerShell, or Zsh.

Responsibilities

Act as the primary contact for incoming IT requests through Freshservice and internal communication channels such as Slack.
Troubleshoot routine hardware, software, and operating-system issues on macOS and Windows workstations.
Explain technical solutions in clear, simple terms to non-technical colleagues.
Manage technical onboarding and offboarding through Rippling and core SaaS applications.
Prepare, enroll, set up, ship, and wipe macOS and Windows devices using MDM platforms.
Maintain accurate hardware inventory and license assignments as assets move through their lifecycle.
Provision, modify, and audit user accounts across Google Workspace, 1Password, RPass, Zoom, and other core tools.
Follow security-first access-management and password-hygiene practices.
Troubleshoot client-side network connectivity, including Wi-Fi, DNS, local IP routing, and remote access/VPN tools.
Perform initial triage of basic security alerts, assist with phishing simulation follow-ups, ensure endpoint encryption and patch compliance, and promptly escalate suspicious activity to the security team.
Maintain clear runbooks and user-facing documentation to support self-service where appropriate.
After mastering front-line support and core operations, take on project work and potentially specialize in Systems Administration / IT Operations or Cybersecurity & SOC Operations.