IT Support Specialist

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Full Time Technical Norcross, GA, US

About ESi

Engineering Systems Inc. (ESi) is an engineering and scientific investigation and failure analysis firm. We partner primarily with law firms, insurance companies, and manufacturers to answer complex technical questions on projects ranging from small, focused investigations to large-scale, high-profile losses.

Our work spans a wide range of challenges, including major transportation accidents, equipment and product failures, personal injury claims, and damage to residential, commercial, and industrial structures. The variety, complexity, and real-world impact of our projects create deeply fulfilling and intellectually engaging careers for our consultants.

At ESi, you’ll have the opportunity to shape your own path while being supported by a collaborative culture, national expertise, and industry-leading resources.

Key Responsibilities

• Monitor and triage the IT help desk queue throughout the day; take ownership of tickets, meet response and resolution service targets, and keep users informed with clear, courteous communication.
• Provide Tier 1 and Tier 2 troubleshooting for Windows and macOS laptops, iPads, mobile and BYOD devices, printers, conference room and collaboration technology (Webex, Microsoft Teams), and Microsoft 365 applications.
• Serve as a primary support resource for the Apple ecosystem, including macOS administration, iPad deployments, and BYOD enrollment, using Jamf Pro and Microsoft Intune.
• Install, configure, and troubleshoot approved software, including specialty engineering applications, following ESi application allow listing and elevation procedures.
• Support user accounts, password resets, multi-factor authentication, and access requests through Microsoft Entra , in compliance with ESi security standards.
• Assist with support of ESi’s enterprise file collaboration platform, including access and sync questions, and support secure remote access connectivity for users.
• Provide hands‑on support for the Atlanta office, including hardware setup, repairs, peripheral replacement, new hire workstation provisioning, and local network hands‑and‑eyes assistance for the infrastructure team.
• Execute onboarding and offboarding tasks per documented checklists, including device provisioning, account setup, and equipment recovery, and keep the IT asset management system accurate.
• Create and maintain knowledge base articles, how‑to guides, and standard operating procedures for recurring issues; contribute content that improves AI‑assisted ticket deflection and user self‑service.
• Escalate complex issues to Tier 2 and Tier 3 specialists with thorough documentation of symptoms, environment, and troubleshooting already performed.
• Identify recurring issues and automation opportunities and raise them to the Help Desk Team Lead.
• Participate in an on‑call rotation for urgent user support as required.
• Other duties as assigned.

Qualifications

Education / Certifications / Licenses

• 2+ years of experience in an IT help desk, service desk, or desktop support role supporting 100+ users, or equivalent demonstrable skills.
• Relevant certifications such as CompTIA A+, Microsoft MD‑102, Jamf Certified Associate, or Apple Certified Support Professional.

Experience Required

• Hands‑on experience supporting Apple devices (macOS and iOS/iPadOS) in a business environment.
• Experience working in a ticketing system with documented SLAs;
  Jira Service Management experience a plus.
• Strong documentation habits and attention to detail.
• Experience with endpoint management platforms such as Jamf Pro or Microsoft Intune; remote monitoring and management (RMM) experience a plus.
• Experience with application control, endpoint security, or phishing response tooling.
• Familiarity with AI‑assisted support tooling or a strong interest in applying AI to service desk workflows.
• Experience supporting engineering, architecture, legal, or other professional services users and their specialty applications (CAD or analysis software) is a plus.

Other…