IT Support Specialist
On-siteAtlanta, Georgia, United States
Job Summary
Resolve escalated incidents and service requests across Geotab offices and the remote workforce, configuring complex endpoint hardware and software issues. Perform advanced diagnostic troubleshooting on Windows, macOS, Linux, and ChromeOS environments while managing user accounts, access provisioning, and Google Workspace applications. Execute physical and system-level IT asset management tasks, including inventory tracking, device provisioning, and onboarding/offboarding procedures. Coordinate local office technology operations and maintain strict SLA compliance for ticket resolution. Provide 5-day onsite coverage where assigned, leveraging GenAI tools to streamline diagnostics and documentation.
Required Qualifications
- Strong customer-service orientation and ability to communicate clearly with employees and stakeholders at all levels
- Proven intermediate to advanced troubleshooting capability across Windows, macOS, Linux/Ubuntu, ChromeOS, and mobile OS
- Intermediate Google Workspace administration and SaaS application troubleshooting skills
- Ability to diagnose and resolve intermediate to complex network issues (LAN/WAN, Wi-Fi, VPN, DHCP/DNS)
- Solid understanding of ITSM frameworks, ticket lifecycle, categorization, SLA metrics, and escalation hygiene
- High precision and attention to detail when updating ticket notes, support playbooks, and asset databases
- Ability to manage multiple priority tasks, handle stress, and meet SLAs under pressure
- Strong organizational, analytical, and diagnostic skills
- Collaborative mindset and ability to coordinate across IT Security, Workplace Infrastructure, Facilities, and Application teams
- Post-secondary diploma/degree in Computer Science, Information Technology, Engineering, or equivalent experience
- Typically 2 to 5 years of experience in IT support, service desk, desktop support, or equivalent end-user technology support
- 5 day onsite coverage where assigned
- Practical knowledge of AI tools, LLMs, and prompt-engineering concepts
- Ability to leverage GenAI assistants (such as GIA) safely to accelerate problem-solving, triage logs, and write high-quality technical documentation
Desired Qualifications
- Relevant IT certifications such as CompTIA A+, Network+, Security+, ITIL Foundations, or endpoint management credentials (MDM/Apple/Microsoft) are highly valued
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