L2 Onsite Tech

Job Description
CTI Consulting & Staffing is partnering with a well-established consumer goods organization to place a Level 2 IT Services Technician at their Atlanta-area corporate facility in Forest Park, GA. This is a 12-month contract engagement with an immediate start. This team supports a busy corporate Windows environment and needs someone who can hit the ground running - managing a ticket queue, resolving desktop issues hands-on, and being the kind of IT person end users actually want to call.

If you take pride in clean tickets, fast resolution, and leaving users better than you found them, this role is for you.

Schedule
:
Onsite Tuesday, Wednesday, Thursday 8:00am-5:00pm

What You'll Do

• Provide L2 desktop support for corporate end users - hardware, software, peripherals, and beyond
• Own your ticket queue in Service Now from open to close, with clear documentation at every step
• Support, configure, and troubleshoot Windows OS environments including imaging and setup
• Assist with O365 support - Outlook, Teams, One Drive, SharePoint - for daily user needs
• Escalate complex issues appropriately while staying on top of follow-through and resolution
• Collaborate with onsite and remote IT teams to keep end-user services running smoothly
• Deliver consistent, professional customer service that reflects well on the IT organization
• Maintain accurate, detailed records of all work performed in the ticketing system

Requirements

What You Bring Must-Have:

• 3+ years of hands-on L2 desktop support experience in a corporate or enterprise environment
• Active experience with Service Now or a comparable ITSM/ticketing platform (daily queue management, not just familiarity)
• Strong Windows OS skills - troubleshooting, imaging, configuration, and standard desktop applications
• Working knowledge of O365 - user account support, Outlook, Teams, One Drive, SharePoint troubleshooting
• Ticket-driven mindset: you document everything, escalate with context, and close clean
• Excellent communication and customer service skills - you're comfortable being the visible face of IT
• Must be local to the Forest Park / South Atlanta area and able to work onsite Tue-Thu

Nice-to-Have:

• Experience supporting large-scale corporate or manufacturing facility environments
• Familiarity with Active Directory user account management
• A+ or CompTIA certification (or equivalent experience)
• Experience with remote support tools (SCCM, Intune, or similar MDM platforms)
• Prior experience in a high-volume, fast-paced ticket environment (100+ users)

Technical Environment:

• Windows 10/11
• Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
• Service Now (ITSM) - Standard enterprise desktop hardware and peripherals
• Imaging and endpoint configuration tools

What Success Looks Like:

• Tickets are resolved accurately and documented thoroughly from day one - no orphaned or stale items in your queue
• End users at the site recognize you as responsive, professional, and someone who follows through
• You've built enough site knowledge by month 3 to handle the majority of issues independently and escalate only when genuinely needed

About CTI Consulting & Staffing CTI is a Fort Lauderdale-based staffing firm with 25+ years of experience connecting exceptional IT and engineering talent with leading organizations across the US, Canada, and LATAM. We specialize in onshore and nearshore staffing - contract, permanent, and contract-to-hire. We don't send candidates we wouldn't hire ourselves. Apply now or reach out to learn more: