Tier 2 IT Support Specialist

Gentiva•Atlanta, GA

12d

About The Position

Overview Empower Teams. Elevate Experience. Deliver Seamless Support. We are hiring a skilled and customer-focused Tier 2 IT Support Specialist to join our growing Corporate IT Services team. Reporting to the Senior IT Service Desk Manager, this role plays a vital part in delivering timely and effective technical support to our user community—including direct involvement in new hire onboarding through our Onboarding Command Center (OCC). You’ll be instrumental in troubleshooting technical issues, supporting onboarding activities, and ensuring a smooth and professional IT experience for employees across all business units.

Requirements

In-depth experience supporting end users in a Windows-based environment, with knowledge of VDI and basic networking
Strong interpersonal, written, and verbal communication skills
Proven ability to work independently and collaboratively in a high-demand support setting
Strong troubleshooting skills with an ability to resolve both technical and user-facing problems
Minimum of 3 to 5 years in an IT support role, preferably in a 3,000+ user environment
Must be highly organized, detail-oriented, and responsive to evolving business needs
Proficiency in Microsoft Office Suite and ability to learn new enterprise systems quickly

Nice To Haves

Bachelor’s degree in Management Information Systems, Computer Science, or related field preferred
Experience with ServiceNow or other ITSM platforms is a plus
Technical certifications (e.g., A+, Microsoft, Network+) are a plus

Responsibilities

Serve as Tier 2 support on the corporate service desk, providing technical assistance and troubleshooting for end users
Participate in the Onboarding Command Center (OCC) to deliver a seamless IT onboarding experience for new hires
Provide onboarding guidance and respond to training and access-related questions from candidates and hiring managers
Install and configure hardware and software; troubleshoot VDI, Windows, and networking issues
Resolve incidents and service requests promptly while maintaining high standards of customer service
Document all tickets and resolutions in the ServiceNow system
Escalate complex issues when needed and follow up to ensure resolution and satisfaction
Work collaboratively with vendors and internal teams to ensure access provisioning and technology delivery
Protect sensitive information by adhering to data security and confidentiality standards

Benefits

Competitive Pay
401(k) with Company Match
Career Advancement Opportunities
National & Local Recognition Programs
Teammate Assistance Fund
Medical, Dental, Vision Insurance
Mileage Reimbursement or Fleet Vehicle Program
Generous Paid Time Off + 7 Paid Holidays
Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)
Education Support & Tuition Assistance (ASN to BSN, BSN to MSN)
Free Continuing Education Units (CEUs)
Company-paid Life & Long-Term Disability Insurance
Voluntary Benefits (Pet, Critical Illness, Accident, LTC)