IT Support Specialist

Geotab•Atlanta, GA

8d•Hybrid

About The Position

The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage. Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned.

Requirements

Strong customer-service orientation and ability to communicate clearly with employees and stakeholders at all levels.
Proven intermediate to advanced troubleshooting capability across Windows, macOS, Linux/Ubuntu, ChromeOS, and mobile OS.
Intermediate Google Workspace administration and SaaS application troubleshooting skills.
Ability to diagnose and resolve intermediate to complex network issues (LAN/WAN, Wi-Fi, VPN, DHCP/DNS).
Solid understanding of ITSM frameworks, ticket lifecycle, categorization, SLA metrics, and escalation hygiene.
High precision and attention to detail when updating ticket notes, support playbooks, and asset databases.
Ability to manage multiple priority tasks, handle stress, and meet SLAs under pressure.
Strong organizational, analytical, and diagnostic skills.
Collaborative mindset and ability to coordinate across IT Security, Workplace Infrastructure, Facilities, and Application teams.
Post-secondary diploma/degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Typically 2 to 5 years of experience in IT support, service desk, desktop support, or equivalent end-user technology support.

Nice To Haves

Practical knowledge of AI tools, LLMs, and prompt-engineering concepts; ability to leverage GenAI assistants (such as GIA) safely to accelerate problem-solving, triage logs, and write high-quality technical documentation.
Relevant IT certifications such as CompTIA A+, Network+, Security+, ITIL Foundations, or endpoint management credentials (MDM/Apple/Microsoft) are highly valued.

Responsibilities

Respond to and resolve intermediate to advanced IT support tickets while maintaining strict SLA compliance and professional, clear employee communication.
Act as the escalation point for the IT Support Analyst tier, unblocking complex desktop, application, and operating system issues.
Perform advanced, systematic remote and onsite troubleshooting across Windows, macOS, Linux/Ubuntu, and ChromeOS environments.
Manage user access, account lifecycle, software deployments, and system permissions following approved RBAC, IAM, and security compliance frameworks.
Configure, install, maintain, and upgrade workstations, specialized mobile devices, team peripherals, and standard office technology.
Administer and troubleshoot core Google Workspace applications (Gmail, Drive, Groups, shared mailboxes, calendar routing, delegation).
Lead endpoint onboarding and offboarding procedures, ensuring high-quality device provisioning, custom system pre-configuration, and smooth recovery of returned assets.
Execute physical and system-level IT Asset Management (ITAM) tasks, including preparing, packaging, shipping, receiving, and scanning/auditing IT hardware inventory. Keep internal asset tracking databases 100% current to support hardware lifecycle policy.
Leverage GenAI assistants and prompt-engineering capabilities within GIA (Geotab's internal AI Platform) to streamline ticket diagnostics, analyze complex logs, draft user communications, and accelerate technical resolution times.
Contribute to and maintain IT knowledge base articles, documenting resolution procedures and user-facing “self-help” guides.
Coordinate local office technology operations, monitor onsite IT infrastructure (A/V, local printing, room booking), and ensure consistent 5-day onsite support coverage.
Identify repeat support ticket patterns and propose automated resolution or routing enhancements to the Service Automation team.
Support regional incident coordination, maintenance notifications, and participate in scheduled support rotations.
Provide 5 day onsite coverage where assigned.