It Support Technician Jobs

About The Position

Requirements

• Basic understanding of Windows and macOS operating systems.
• Basic understanding of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
• Basic understanding of endpoint hardware, including laptops, docks, monitors, and mobile devices.
• Familiarity with user-account provisioning and access requests.
• Familiarity with basic networking concepts, including Wi-Fi, VPN, and connectivity troubleshooting.
• Familiarity with ticketing systems and IT service-management workflows.
• Strong customer-service mindset and a calm, professional demeanor.
• Ability to interact confidently with executive leadership.
• Excellent verbal and written communication skills.
• High level of discretion and professionalism when handling sensitive issues.
• Ability to prioritize work and manage multiple requests effectively.
• Ability to work in a general office environment and handle extended periods of computer-based work, including telephone use.
• Ability to travel domestically and/or internationally, estimated up to 5%.

Nice To Haves

• Experience supporting end users in a corporate or professional-services environment is preferred.
• Relevant certifications such as A+, ITF+, or similar are a plus but not required.

Responsibilities

• Provide onsite, white-glove technical support for executive staff at the Alpharetta office and participate in VIP support for executives and designated VIP users across the company.
• Respond to VIP incidents with urgency, professionalism, and discretion.
• Support executive meetings, conference rooms, and presentations, including audio/visual equipment, displays, and conferencing tools.
• Provide Level 1 technical support to end users for workstations, mobile devices, and common productivity applications.
• Troubleshoot hardware, software, connectivity, and user-access issues; escalate issues appropriately while maintaining ownership and communication.
• Manage the hardware lifecycle for company-issued devices, including ordering, receiving, staging, imaging, configuring, deploying, and tracking equipment and asset assignments.
• Coordinate the secure return, wiping, and disposition of retired or replaced hardware, and maintain accurate asset records in IT systems.
• Work with the IT Support team to provide consistent service and follow and contribute to support processes, standards, and documentation.
• Assist with onboarding and offboarding related to user access and equipment.
• Participate in continuous improvement of support workflows and the user experience.
• As applicable, assist with new-hire device setup and desk readiness; support conference-room and office technology; maintain IT supply inventory; contribute knowledge-base and troubleshooting documentation; check loaner and spare-equipment readiness; provide limited, rotating after-hours or executive-event support; and assist with basic security hygiene activities.

Benefits

• Robust healthcare options with several options for employees to choose from.
• Flexible work schedules and paid time off for vacation.
• Up to 80 hours of paid sick/safe leave.
• 11.5 fully paid holidays.
• 401(k) match of 100% of employee contributions, dollar-for-dollar, up to 3%.
• Paid parental leave.
• Employee Assistance Program with access to in-person or virtual counseling at no cost.
• Professional development reimbursement for associates seeking to further their education and career.
• Employee recognition and rewards through Nectar, including kudos and points redeemable for rewards.