IT Support Specialist

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, Fresh service)

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 escalat 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.…