Technical Support Specialist II

Responsibilities

You’ll also work in partnership with Level 1 Service Desk teams and Level 3 specialists to deliver efficient, reliable IT support and stable operations. This role is ideal for a developing support professional (typically 1-3 years' experience) who is eager to learn fast and grow quickly in a hands‑on, high‑volume onsite environment. We’re looking for someone with high learning agility who can ramp up rapidly, take ownership, and operate with pace while maintaining excellent customer service and ticket quality.

• Provide Level 2 onsite/deskside support (walk‑ups + ticket queue), supporting Windows and macOS laptops.
• Own device lifecycle activities: new hire provisioning, imaging/enrolment, swaps, repairs coordination, leaver recoveries, and stock control in line with process.
• Support and administer endpoint management tooling:
  • Windows:
    Autopilot/Intune build and deployment support
  • macOS:
    Jamf Pro policies/profiles/app deployments and troubleshooting
• Troubleshoot productivity and collaboration tooling:
  Microsoft 365, Teams, Outlook, One Drive/SharePoint.
• Resolve identity and access issues:
  Azure AD / Entra , MFA, SSO, device compliance, access groups (including awareness of conditional access concepts).
• Support meeting rooms / AV (Teams Rooms and conferencing peripherals) and coordinate vendor escalation when needed.
• Maintain high-quality ticket updates and documentation in Service Now.
• Identify recurring issues, propose practical fixes, and contribute to knowledge articles / standard work.

• Advanced knowledge of Microsoft products.
• Knowledge of MacOS.
• Strong troubleshooting skills.
• Strong experience supporting macOS / Mac Books in a managed enterprise environment.
• Experience using Jamf Pro (or similar Apple device management) to support deployments, configuration, and troubleshooting.
• Experience supporting Windows endpoints in an enterprise environment, including Autopilot/Intune build & deployment.
• Working knowledge of Azure AD / Entra  (identity/access troubleshooting, MFA/SSO basics, group access concepts).
• Strong customer‑facing communication and an ownership mindset – proactive updates and end‑to‑end accountability.
• Practical hardware/peripheral troubleshooting (docks, monitors, mobile devices, etc.).
• Comfortable working onsite in a busy office environment.

• 2-3 years experience

• Title:
  
  Technical Support Specialist II
• Location:
  
  Alpharetta, GA
• Client Industry: Insurance
• Compensation: $25-$30/hr