<p>We are partnering with a client based in Midtown, Atlanta, GA that is looking to add a Systems Support Analyst to their growing IT team. This is a great opportunity for someone who is Mac-focused, service-oriented, and enjoys providing white-glove support in a creative, fast-paced environment. You’ll support multiple internal teams while working closely with a small, collaborative IT group.</p><p>This role is hybrid (in-office and remote) and offers strong growth potential as the organization continues to expand.</p><p><br></p><p>Key Responsibilities</p><ul><li>Provide Tier 1 technical support to end users via in-person, remote, chat, and email</li><li>Diagnose and resolve hardware and software issues in a primarily macOS environment, with some Windows support</li><li>Deliver white-glove customer service and clear communication to users at all levels</li><li>Image, configure, and onboard new users and machines (primarily Macs)</li><li>Install, test, and configure workstations, peripherals, and software</li><li>Support Adobe Creative Cloud and creative production tools</li><li>Use Kandji (Iru) for Mac endpoint management (Jamf experience a plus)</li><li>Log, track, and document support requests in the help desk system</li><li>Escalate complex or urgent issues to senior team members as needed</li><li>Support and maintain office AV equipment for internal and client meetings</li><li>Assist with inventory tracking for hardware, software, and licenses</li><li>Partner closely with a small (4-person) IT team to support day-to-day operations</li></ul>
<p>We are looking for a skilled Tech Support Lead to oversee IT operations and provide exceptional technical assistance to our team. Based 35 miles northeast of downtown Atlanta and this role requires a proactive individual capable of managing support systems, troubleshooting issues, and ensuring seamless functionality of IT resources. The ideal candidate will excel in customer service, problem-solving, and maintaining high standards of efficiency and communication.</p><p><br></p><p>Responsibilities:</p><p>• Deliver comprehensive technical support, ensuring IT systems operate smoothly and meet business requirements.</p><p>• Track and manage service requests and incidents using the Helpdesk system, guaranteeing accuracy and timely resolutions.</p><p>• Diagnose and resolve issues related to applications, hardware, and systems, collaborating with vendors when necessary.</p><p>• Maintain high levels of customer satisfaction by adhering to service level agreements and providing clear, effective communication.</p><p>• Investigate and address system disruptions, enhancing functionality, availability, and performance.</p><p>• Provide user support for company systems, gather requirements for improvements, and drive adoption initiatives through training and communication.</p><p>• Facilitate IT onboarding and offboarding processes, ensuring secure and efficient management of user access and equipment.</p><p>• Develop and maintain knowledge base documentation to standardize processes and solutions.</p><p>• Lead on-site IT service improvement projects, ensuring successful implementation and adherence to company policies.</p><p>• Escalate unresolved technical issues to higher-level teams while following change management protocols.</p>
