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Overview

Disguise is looking for an IT Support Specialist to join their Atlanta office and act as the main help desk contact for users across multiple global locations. This full-time position reports to the Director of IT based in the UK and involves delivering both in-person and remote technical assistance to teams worldwide.

Key Responsibilities

Deliver first and second line IT support remotely and on-site to users in various offices globally.
Serve as the primary contact for help desk inquiries, providing timely and effective resolutions to support requests.
Troubleshoot problems related to hardware, software, and networks on Windows and macOS platforms and business applications.
Administer user accounts and permissions in core platforms such as Google Workspace, Microsoft 365, and Slack.
Handle setup, configuration, and upkeep of laptops, desktops, and mobile devices.
Support employee onboarding and offboarding processes to ensure smooth transitions.
Monitor and manage support tickets, prioritizing and escalating as needed.
Keep detailed and up-to-date documentation regarding IT systems, procedures, and solutions.
Collaborate with IT engineers to solve complex problems and enhance support workflows.
Participate in ongoing improvements to IT service quality, tools, and user support standards.

Experience and Qualifications

Prior experience working in IT support or help desk roles.
Practical knowledge supporting Google Workspace (G Suite) and/or Microsoft Azure environments.
Competency in managing user permissions via Slack, Google Admin, and Azure AD.
Strong troubleshooting ability with Windows and macOS systems.
Experience using endpoint management or Mobile Device Management (MDM) tools like Intune or Kandji.
Familiarity with ticketing platforms such as Jira Service Management, Zendesk or Freshservice.
Basic understanding of networking concepts (Wi-Fi, VPN, DNS) and troubleshooting.
Experience configuring and supporting computers, mobile devices, and peripherals.
Capability to support a hybrid workforce distributed globally.
Excellent communication emphasizing user experience and clear problem-solving.

Skills and Personal Traits

Strong technical knowledge in IT systems and troubleshooting.
Methodical and effective problem-solving skills.
Ability to explain technical topics clearly to both technical and non-technical audiences.
Customer-focused mindset with excellent service orientation.
Attention to detail especially in documentation and resolving issues thoroughly.
Proactive approach to identifying issues and enhancing processes.
Accountability for assigned tasks and prioritization skills.
Adaptable and resilient in fast-paced, evolving environments.
Team-oriented with a willingness to share knowledge and collaborate across functions.

Compensation and Benefits

The salary range for candidates based in the United States is between $50,000 and $55,000 USD annually. For candidates outside the U.S., compensation will be set according to local market conditions and internal equity.

Disguise offers a comprehensive benefits package globally to permanent employees, including unlimited paid time off (minimum 20% above statutory), hybrid working options, mental health support programs, an annual entertainment allowance for industry events, inclusive policies related to parental, fertility, menopause, and other support areas, as well as training, coaching and mentoring opportunities.

About Disguise

Disguise provides an advanced platform uniting software, hardware, and services to create groundbreaking real-time visual experiences. Collaborating with major entertainment brands and global companies, Disguise delivers cutting-edge live events, broadcasts, immersive environments, theatrical productions, and corporate launches worldwide.

The company values honesty, innovation, resilience, inclusiveness, and a fearless approach to technological challenges, fostering a diverse and empowering workplace culture where everyone belongs and can excel.

IT Support Specialist