Sr IT Support Specialist
About The Position
As a Senior IT Support Specialist, you will serve as a hands-on technical leader supporting daily IT operations while owning escalations, mentoring junior staff, and driving continuous improvement of service desk and endpoint support processes. This role is 4 days onsite in Atlanta, GA (1 work from home day after 60 days) and requires strong technical depth across Microsoft enterprise environments, Windows systems, and end-user computing, with exposure to macOS, Linux, scripting, and foundational networking. You will be responsible for resolving complex issues, implementing tiered support models, delivering exceptional customer service, and acting as a trusted IT partner to the business.
Requirements
- 5+ years of progressive IT support, systems support, or service desk experience, including ownership of complex technical issues and escalations.
- Strong hands-on expertise across the Microsoft stack, including Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365.
- Strong Windows experience with working knowledge of macOS and Linux environments.
- Working scripting/automation experience, preferably PowerShell; Python or Bash experience is a plus.
- Solid understanding of networking fundamentals, including TCP/IP, LAN/WAN, VPN, DNS, DHCP, and wireless connectivity.
- Demonstrated experience with root cause analysis, service desk/process improvements, and technical documentation.
- Strong customer service and communication skills with the ability to translate technical concepts for non-technical users.
- Ability to work Atlanta, GA Monday–Friday, 7:00 a.m.–4:00 p.m. (1 Work from home day after 60 days)
Nice To Haves
- Ability to obtain and maintain a Top Secret security clearance.
- Bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience.
- Advanced PowerShell scripting and automation experience.
- Deeper networking experience, including routing/switching concepts such as TCP/IP, IPv4/IPv6, BGP, OSPF, or MPLS.
- Experience supporting Azure/AWS and virtualized infrastructure.
- Familiarity with ITIL/service management best practices and improving IT operations or service desk processes.
Responsibilities
- Provide senior-level, hands-on IT support, owning complex service desk issues and escalations through resolution while mentoring junior team members.
- Troubleshoot, deploy, configure, and support end-user hardware, software, peripherals, and operating systems across Windows, macOS, and Linux environments.
- Administer and support the Microsoft enterprise stack, including Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365.
- Troubleshoot foundational networking issues including LAN/WAN connectivity, VPN, DNS, DHCP, and wireless networking.
- Leverage scripting and automation, primarily PowerShell, to streamline routine tasks and improve operational efficiency.
- Perform root cause analysis and drive continuous improvements to service desk workflows, SOPs, documentation, and knowledge-base resources.
- Deliver responsive, customer-focused support while partnering across IT and maintaining information security, export control, and data privacy requirements.
- Maintain 100% onsite presence in Hawthorne, CA to support hardware, secure environments, and in-person user needs.
Benefits
- 100% employer-paid healthcare
- Pet insurance
- Competitive pay
- Stock options
- 401(k) retirement plan
- Potential year-end bonuses
- Paid parental leave
- 12 federal holidays
- Unlimited PTO for exempt employees
- Generous accrued PTO for non-exempt employees
- Weekly paid office lunches
- Fully stocked breakrooms
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
