Technical Support Specialist

Overview

We are actively seeking an enthusiastic Technical Support Specialist to join our team in Alpharetta, GA. This role primarily supports employees by managing device lifecycle and troubleshooting various endpoint and collaboration tools. The ideal candidate is a fast learner with a strong ownership mindset who consistently delivers excellent customer service and high-quality ticket management.

Key Responsibilities

• Manage the entire device lifecycle including new hire provisioning, imaging/enrollment, swap requests, coordinating repairs, asset recovery for departing employees, and stock management following established processes.
• Administer and support endpoint management tools:
• Windows Autopilot and Intune build and deployment assistance.
• macOS management using Jamf Pro for policy, profile, application deployment, and troubleshooting.
• Troubleshoot productivity and collaboration applications such as Microsoft 365 suite, Teams, Outlook, OneDrive, and SharePoint.
• Handle identity and access services including Azure Active Directory (Entra ID), multi-factor authentication, single sign-on, device compliance, and access group management with an understanding of conditional access.
• Provide support for meeting room technology including Teams Rooms and AV peripherals, coordinating vendor escalations when necessary.
• Maintain well-documented and updated tickets within ServiceNow.
• Identify recurring technical issues and suggest practical solutions; contribute to knowledge base articles and standard operating procedures.

Essential Qualifications and Skills

• Proven experience managing macOS and MacBook devices in enterprise environments.
• Hands-on knowledge with Jamf Pro or similar Apple device management software for deployment, configuration, and troubleshooting.
• Experience supporting Windows endpoints with Autopilot and Intune deployment in corporate settings.
• Familiarity with Azure AD/Entra ID for identity/access related troubleshooting including MFA and SSO.
• Excellent communication skills with a strong customer-focused approach and sense of ownership.
• Competent with hardware and peripheral troubleshooting including docks, monitors, and mobile devices.
• Ability to work effectively onsite in a fast-paced office.

Desirable (Not Required)

• Basic knowledge of Ubuntu Linux troubleshooting and command line.
• Understanding of fundamental networking concepts such as Wi-Fi, DNS, and VPN troubleshooting.
• Exposure to endpoint security tools and workflows including Defender, encryption, and device compliance.

Professional Attributes

• Strong team collaboration and customer service orientation.
• Independent, accountable with attention to detail.
• Well-organized with effective prioritization skills.
• Process-focused yet flexible and pragmatic when solving problems.
• Proactive and hands-on approach to technical challenges.

Additional Information

The compensation for this role ranges from $33 to $34 per hour. Positions classified as non-exempt qualify for overtime pay at 1.5 times the base rate for hours worked beyond 40 per week or as mandated by law. Full-time employees may access benefits including medical insurance, dental, life insurance, health savings accounts, paid time off, bereavement leave, 401(k) with employer matching, disability insurance, commuter benefits, flexible spending accounts for dependent care, accident and critical illness insurance, hospital indemnity, travel accommodations, and discretionary bonuses. Sick leave and mobile phone reimbursements apply per state/local regulations.

Consent for Communication and AI Usage

By applying, candidates consent to receive automated and manual communication via text, phone, or email regarding job opportunities, including AI-assisted calls. Applicants affirm they own or have permission to use the contact information provided. AI technology use in recruitment is solely for data collection and not for employment decisions. Consent is voluntary and revocable. For privacy practices, refer to the company's privacy statement.