Technical Support Analyst I
IPA - Innovative Product Achievements•Johns Creek, GA
•$22 - $24•Hybrid
About The Position
We're seeking a motivated and people-first Tech Support Analyst (Tier 1) to join our Information Technology team. In this role, you'll serve as the first line of support for employees across the organization — helping resolve technical issues, maintain productivity, and deliver a seamless support experience. This is an excellent opportunity for someone early in their IT career who enjoys solving problems, learning new technologies, and working directly with people. You'll gain hands-on experience supporting enterprise systems, endpoint technologies, onboarding processes, and day-to-day IT operations in a collaborative and growth-oriented environment.
Requirements
- 0–2 years of experience in technical support, IT helpdesk, desktop support, or a related environment; internships and academic experience may be considered.
- Working knowledge of Windows and/or macOS operating systems.
- Familiarity with Microsoft 365 applications including Outlook, Teams, and SharePoint.
- Strong communication, organizational, and customer service skills.
- Ability to manage multiple priorities and remain detail-oriented in a fast-paced environment.
Nice To Haves
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms preferred.
- Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity preferred.
- Familiarity with Active Directory or Azure Active Directory environments preferred.
- CompTIA A+, ITIL Foundation, or similar technical certification is a plus.
- Enjoy helping people and take pride in delivering a positive customer support experience.
- Stay calm and solutions-focused when troubleshooting technical issues under pressure.
- Are highly organized and able to manage multiple support requests efficiently.
- Communicate clearly and professionally with both technical and non-technical users.
- Demonstrate curiosity, initiative, and a willingness to continuously learn and grow your technical skills.
- Thrive in a collaborative environment where teamwork and accountability are valued.
Responsibilities
- Serve as the first point of contact for employee IT support requests through phone, email, ticketing systems, and walk-up support.
- Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely and professional manner.
- Configure, deploy, and troubleshoot laptops, desktops, mobile devices, peripherals, and collaboration tools.
- Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with accurate and detailed documentation.
- Manage and resolve support tickets in alignment with service level agreements (SLAs) and departmental standards.
- Support employee onboarding and offboarding activities, including equipment provisioning, account setup, and access management.
- Maintain accurate records of support requests, troubleshooting steps, asset inventory, and technical resolutions.
- Assist with Microsoft 365 support including Outlook, Teams, SharePoint, and related collaboration tools.
- Contribute to internal knowledge base documentation and continuous improvement initiatives.
- Communicate technical information clearly and effectively to users with varying levels of technical expertise.
Benefits
- A collaborative IT environment focused on mentorship, learning, and professional growth.
- Exposure to a wide range of technologies, systems, and business operations.
- Opportunities for advancement into Tier 2 support and other IT career paths.
- A hybrid work environment that supports flexibility and collaboration.
- Competitive compensation and comprehensive benefits package.
- A supportive, mission-driven culture where your contributions directly impact employee productivity and operational success.
- Generous paid time off and company holidays
- Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine
- Health Savings Account (HSA) with company contributions, plus optional FSA plans
- Company-paid life and disability insurance
- 401(k) with company match to support your retirement goals
- Employee Stock Purchase Plan (ESPP) own a piece of what you’re building
- Tuition reimbursement to support continued learning and development
- Paid parental leave for when your family grows
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
