IT System Engineer - Hybrid (Atlanta, GA)

OneDigital • Atlanta, GA

21h • Hybrid

About The Position

The IT Engineer (Level 2) provides day-to-day technical support and troubleshooting across OneDigital’s enterprise IT environment, resolving hardware, software, network, and account-related issues for end users. The role independently handles moderately complex tickets and escalates issues beyond its scope to Level 3 engineers and above.

Based in the Atlanta, Georgia area, the position follows a hybrid schedule with 3–4 days per week in the office. The engineer works with IT Support and Infrastructure teams, follows established procedures and runbooks, and contributes to a positive end-user support experience. The role also supports onboarding and offboarding, routine system maintenance, software deployments, asset tracking, IT projects, and ongoing process improvements.

Requirements

• 2–4+ years of experience in IT support, help desk, or a related technical role, including a track record of independently resolving moderately complex issues.
• Associate’s degree in Information Technology, Computer Science, or a related field.
• Working knowledge of Windows desktop 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 develop technical skills toward a Level 3 engineering role.
• Ability to work independently and collaboratively within a team environment.

Nice To Haves

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

Responsibilities

• Serve as the Level 2 point of contact for tickets escalated from Service Desk or Level 1 support.
• Troubleshoot and resolve hardware, software, printing, and connectivity issues for desktop, laptop, and mobile devices.
• Manage tickets within established SLAs and keep end users informed about 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, including imaging, application deployment, and patch installation using Intune or SCCM.
• Assist with routine network troubleshooting for office and remote users, including connectivity, Wi-Fi, and VPN issues.
• Escalate issues beyond the role’s scope or complexity to Level 3 engineers and document troubleshooting steps 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 IT team.
• Help maintain accurate inventories of hardware, software licenses, and IT assets.
• Follow established procedures and runbooks for recurring administrative tasks.
• Identify and report recurring issues or trends to senior engineers.
• Partner with Level 1 support staff to triage and resolve tickets efficiently.
• Participate in knowledge-sharing sessions and training to develop advanced technical skills.
• Contribute process-improvement ideas to reduce ticket volume and improve resolution time.
• Support IT projects and initiatives as assigned by senior engineers or IT leadership.

Benefits

• Health, wellbeing, retirement, and other financial benefits for eligible employees.
• 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.

What This Job Offers

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