IT Support Specialist
Role: IT Support Specialist
Department: IT
Location: Atlanta, hybrid
Reports into: Director of IT, UK based
Type: Full Time
About the role
We are seeking an IT Support Specialist based in the Atlanta office to serve as a key point of contact for help desk requests across our global offices. This is a hands-on role combining both desk-side and remote support, ensuring timely and effective resolution of IT issues for teams worldwide.
What you will do
Provide first- and second-line technical support to users across global offices, both remotely and in person
Act as a primary point of contact for help desk requests, ensuring timely resolution and excellent user experience
Troubleshoot hardware, software, and network issues across Windows, macOS, and common business applications
Manage user accounts, permissions, and access across core systems (e.g. Google Workspace, Microsoft 365, Slack)
Set up, configure, and maintain laptops, workstations, and mobile devices
Support onboarding and offboarding processes, ensuring a smooth experience for new starters and leavers
Monitor and manage ticket queues, prioritising and escalating issues where necessary
Maintain accurate documentation of systems, processes, and common fixes
Collaborate with IT engineers to resolve complex issues and improve support processes
Contribute to continuous improvement of IT services, tools, and user support standards
Experience we are looking for
Proven experience in an IT support or help desk role
Hands-on experience supporting Google Workspace (G Suite) and/or Microsoft Azure environments
Experience managing users and permissions in tools such as Slack, Google Admin, and Azure AD
Strong troubleshooting skills across Windows and macOS environments
Experience with endpoint management / MDM tools (e.g. Intune, Kandji, or similar)
Familiarity with ticketing systems (e.g. Jira Service Management, Zendesk, Freshservice)
Understanding of network fundamentals (Wi-Fi, VPNs, DNS, basic troubleshooting)
Experience setting up and supporting laptops, mobile devices, and peripherals
Ability to support a remote / hybrid and globally distributed workforce
Strong communication skills with a focus on user experience and clear problem-solving
Skills, behaviours and values we are looking for:
Technical Expertise: Good understanding of IT systems, hardware/software troubleshooting, and network administration to provide timely, effective support.
Problem-Solving Abilities: Skilled in diagnosing and resolving issues with a structured, methodical approach, ensuring quick and accurate solutions.
Clear Communication: Ability to explain technical concepts in simple terms to both technical teams and non-technical users, ensuring clarity and transparency.
Customer-Centric: Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience.
Attention to Detail: High standard of accuracy in troubleshooting, documentation, and reporting, ensuring no details are overlooked and issues are fully resolved.
Proactive & Driven: Demonstrates a proactive mindset, identifying potential problems before they escalate and continuously seeking ways to improve processes.
Accountability: Takes ownership of assigned tasks and incidents, managing priorities effectively to ensure issues are resolved in a timely and efficient manner.
Adaptability & Resilience: Comfortable working in a fast-paced environment, quickly adjusting to new technologies, evolving business needs, and high-pressure situations with a positive attitude.
Collaboration & Teamwork: Works well within cross-functional teams, actively sharing knowledge, offering support, and learning from colleagues to continuously improve team performance.
This is the the basic salary range for U.S. based candidates
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity
Basic Salary Range
$50,000—$60,000 USD