IT Support Technician

Role Overview

Executive & VIP Support

• Provide white-glove technical support for executives at Alpharetta office.
• Lead Executive Support for executives and designated users, responding to incidents with urgency and discretion.
• Support executive meetings and presentations with A/V, displays, and conferencing tools.

End-User IT Support

• Deliver Level 1 technical support for workstations (Windows/macOS), mobile devices, and common productivity apps.
• Troubleshoot hardware, software, connectivity, and access issues, escalating as needed while maintaining communication.

Hardware Lifecycle Management

• Manage company-issued device lifecycle: ordering, receiving, staging, imaging, deploying, and tracking inventory.
• Coordinate secure return, wiping, and disposal of retired hardware, maintaining accurate asset records.

Collaboration & Process Support

• Collaborate with IT Support team to ensure consistent service and follow IT support processes and documentation.
• Assist with user onboarding/offboarding for access and equipment.
• Contribute to continuous improvement of support workflows and user experience.

Additional Responsibilities

• Assist with new hire onboarding (device setup, first‑day readiness, desk setup)
• Support conference room and office technology (Teams Rooms, monitors, docks, printers)
• Maintain IT supply inventory (peripherals, cables, accessories)
• Contribute to knowledge base articles and basic troubleshooting documentation
• Perform routine system checks (loaner inventory, spare equipment readiness)
• Assist with after‑hours or executive event support on a limited, rotating basis
• Participate in security hygiene activities (basic endpoint checks, MFA assistance, device compliance validation)

Requirements

Qualifications

• Basic knowledge of:
• Windows and macOS operating systems
• Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office
• Endpoint hardware such as laptops, docking stations, monitors, and mobile devices
• Familiarity with:
• User account provisioning and handling access requests
• Fundamental networking concepts, including Wi-Fi, VPN, and troubleshooting connectivity issues
• Ticketing systems and IT service management processes

Customer Service & Soft Skills

• A strong customer service orientation paired with a calm and professional attitude
• Confidence in engaging with executive leadership
• Excellent verbal and written communication abilities
• High discretion and professionalism when dealing with sensitive matters
• Effective prioritization skills and ability to manage multiple tasks simultaneously

Experience & Education

• 1 to 3 years of experience in IT support or a service desk role, or equivalent practical experience
• Preferred experience includes supporting end users in corporate or professional services settings
• Relevant certifications such as A+, ITF+, or similar are advantageous but not mandatory

Tech Stack

• ITSM
• MacOS

Benefits

• Retirement Plan (401k)
• Work From Home (Hybrid)
• Health Care Plan

**Equal Employment Opportunity:****The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

**Employment Disclaimer:****This job description is not intended to create an employment contract. Employment with the Company is at-will, meaning employment may be terminated by either the employee or the Company at any time, with or without cause or notice, subject to applicable law.

**Duties Subject to Change:****The Company reserves the right to modify, add, or reassign duties and responsibilities at any time based on business needs.

**Confidentiality:****This position may require access to confidential or sensitive information. Employees are expected to maintain confidentiality and comply with all Company policies and applicable security requirements.