IT Support Associate

JOB SUMMARY

The IT Support Associate provides frontline technical support, troubleshooting, and issue resolution for various devices, including desktops, laptops, tablets, iPhones, and iPads. This role is responsible for user account provisioning, device setup, and software licensing management. The IT Support Associate will also support network connectivity, security compliance, and cloud-based applications (e.g., Microsoft 365).

This role is critical in ensuring seamless IT operations and providing excellent customer service to Greater Atlanta’s 34-county region end-users. The ideal candidate will possess strong problem-solving abilities, technical expertise, and the ability to work in a fast-paced environment.

DUTIES AND RESPONSIBILITIES

Helpdesk Support & Troubleshooting

• Serve as the first point of contact for technical support, diagnosing and resolving hardware, software, and network-related issues.
• Provide remote and on-site IT support using tools like Microsoft Intune, RustDesk, or RDP.
• Perform password resets and manage user accounts in Microsoft 365, Active Directory, and other cloud-based systems.
• Accurately log, classify, and track incidents, ensuring proper prioritization and documentation.
• Submit and track warranty repair and replacement requests for devices.
• Provide technical support for conference room A/V systems, printers, and peripheral devices.
• Escalate unresolved issues promptly while maintaining ownership and follow-up communication.

Provisioning & Equipment Management

• Onboard and offboard employees, ensuring proper devices, applications, and security configurations are assigned.
• Reimage, configure, and deploy laptops, desktops, and tablets following best practices.
• Provision and manage desktop VoIP phones, mobile devices, and cloud-based telephony solutions.
• Maintain accurate inventory records for IT assets, software licensing, and assigned devices.
• Ensure endpoint devices comply with security policies, updates, and encryption standards.

Operational & Administrative Responsibilities

• Maintain up-to-date technical skills and proactively learn new tools and technologies.
• Provide end-user training on hardware, software applications, and IT best practices.
• Support IT projects like network upgrades, security enhancements, and system migrations.
• Travel within the 34-county jurisdiction as required (~15%).
• Occasionally work on weekends or after hours as needed for critical updates or emergency support.
• Perform other duties as assigned to support IT operations.

KNOWLEDGE, SKILLS, AND ABILITIES

Required Qualifications:

• Strong customer service and communication skills with a positive, patient, and adaptable attitude.
• Proven ability to troubleshoot hardware, software, and network connectivity issues effectively.
• Experience with Microsoft 365 administration (e.g., user management, email, OneDrive, Teams).
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Willingness and ability to learn new technologies, security practices, and cloud-based solutions.
• Must be able to lift and carry up to 50 lbs. and perform physical tasks such as walking, bending, and climbing stairs/ladders.
• Must be a licensed driver with a reliable, insured vehicle for work-related travel.

Preferred Qualifications:

• Hands-on experience supporting Windows, macOS, and iOS devices.
• Knowledge of Microsoft Intune, Azure AD, or endpoint security solutions.
• Experience supporting network connectivity issues (Wi-Fi, VPN, firewalls, DNS, DHCP).
• Certifications such as CompTIA A+, Network+, Security+ or Microsoft 365 Fundamentals (MS-900).
• Associate’s degree in information technology, Computer Science, or a related field (or equivalent work experience).

*Must successfully complete a criminal, motor vehicle, and credit background check.