IT System Engineer - Hybrid (Atlanta, GA)

OneDigital • Atlanta, GA

1d • Hybrid

About The Position

The IT Engineer (Level 2) provides day-to-day technical support and troubleshooting across OneDigital’s enterprise IT environment, resolving a broad range of hardware, software, network, and account-related issues for end users. The role handles moderately complex tickets independently and escalates issues beyond its scope to Level 3 engineers and above. It works closely with IT Support and Infrastructure teams, follows established procedures and runbooks, and contributes to a positive end-user support experience.

The position is based in the Atlanta, Georgia area and follows a hybrid schedule, with 3–4 days per week in the office. The engineer also assists with routine systems administration, onboarding and offboarding, software deployments, asset inventory, and IT projects. The role supports ongoing professional development toward advanced Level 3 technical skills.

Requirements

• 2–4+ years of experience in IT support, help desk, or a related technical role, with a track record of resolving moderately complex issues independently.
• Working knowledge of Windows desktop OS administration and basic networking fundamentals, including TCP/IP, DNS, Wi-Fi, and VPN.
• Familiarity with Active Directory, Azure AD/Entra ID, and Microsoft 365 account administration.
• Exposure to endpoint management tools such as Microsoft Intune and/or SCCM.
• Familiarity with ticketing systems and standard IT service management practices.
• Strong customer service orientation and ability to communicate technical concepts clearly to end users.
• Good problem-solving skills and ability to prioritize multiple open tickets.
• Willingness to learn and grow technical skills toward a Level 3 engineering role.
• Ability to work independently and collaboratively within a team environment.
• Associate’s degree in Information Technology, Computer Science, or a related field required.
• Hands-on experience with Active Directory and Azure AD/Entra ID, Microsoft 365 administration, endpoint management tools, Windows workstation administration, basic networking, and ticketing/ITSM tools.

Nice To Haves

• Bachelor’s degree.
• Basic scripting or automation skills, such as PowerShell.
• Relevant certifications, such as CompTIA A+/Network+ or Microsoft Certified: Modern Desktop Administrator Associate.

Responsibilities

• Serve as the Level 2 point of contact for tickets escalated from the Service Desk or Level 1 support.
• Troubleshoot and resolve hardware, software, printing, and connectivity issues for desktops, laptops, and mobile devices.
• Manage and resolve tickets within established SLAs, keeping end users informed of status and next steps.
• Perform basic to intermediate account and access administration in Active Directory, Azure AD/Entra ID, and Microsoft 365.
• Support endpoint management tasks such as imaging, application deployment, and patch installation using Intune/SCCM.
• Assist with routine network troubleshooting, including connectivity, Wi-Fi, and VPN issues for office and remote users.
• Escalate issues beyond the role’s scope or complexity to Level 3 engineers, documenting steps already taken.
• Maintain accurate ticket documentation and contribute knowledge base articles for common issues.
• Assist with routine server and workstation maintenance under the guidance of senior engineers.
• Support new-hire onboarding and offboarding, including account setup, equipment provisioning, and access changes.
• Assist with software deployments, upgrades, and patching in coordination with the broader IT team.
• Help maintain accurate inventory of hardware, software licenses, and IT assets.
• Follow established procedures and runbooks to perform recurring administrative tasks.
• Identify and report recurring issues or trends to senior engineers for further investigation.
• Partner with Level 1 support staff to help triage and resolve tickets efficiently.
• Participate in knowledge-sharing sessions and training to build toward advanced Level 3 technical skills.
• Contribute ideas for process improvements that reduce ticket volume and improve resolution time.
• Support IT projects and initiatives as assigned by senior engineers or IT leadership.

Benefits

• Eligible employees may receive health, wellbeing, retirement, and other financial benefits.
• Paid time off.
• Overtime pay for non-exempt employees.
• Learning and development programs.
• Reimbursement of job-related expenses according to company policy.
• Employee perks and discounts.
• Some roles may be eligible for variable compensation, commission, and/or an annual bonus based on individual and/or company performance.

What This Job Offers

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