DescriptionThe IT Support Analyst II / Endpoint Specialist is responsible for supporting, monitoring, and resolving escalated technical issues to improve the functionality, reliability, and security of corporate technology systems. This role serves as the primary escalation point for the Helpdesk, providing advanced troubleshooting across endpoints, Microsoft 365 platforms, and workplace technology. This position will deliver hands‑on, on‑site technical support while assisting with endpoint management, device lifecycle operations, and Microsoft 365 administration in a highly regulated environment.The ideal candidate is passionate about technology, delivers an exceptional service experience, and is eager to expand their knowledge of cloud‑based systems within a modern, Microsoft‑focused environment with opportunities to grow into advanced cloud and endpoint engineering roles.This position is based out of our Buckhead Corporate Office and requires in‑office attendance 5 days per week, Monday‑Friday.Specific Job Functions:Act as the primary escalation point for Helpdesk (Tier 1) support requests, resolving complex technical issues across systems, hardware, and softwareTroubleshoot and resolve Microsoft 365 issues including Exchange Online, Teams, OneDrive, and SharePoint OnlineSupport Entra ID (Azure AD) user, device, and access‑related issues, including account provisioning and troubleshooting access challengesAdminister and support Microsoft Intune including device enrollment, configuration, compliance, and remediationManage the full endpoint lifecycle including device provisioning (Autopilot), deployment, replacement, and decommissioningPerform on‑site support for employees, including troubleshooting hardware, peripherals, and office technologyDeliver exceptional service to employees, including timely communication, ownership of issues, and full resolution of support requestsIdentify recurring issues and trends, recommending solutions to improve service levels and reduce operational frictionCollaborate with systems, security, and engineering resources to accelerate and resolve complex technical issuesAssist in implementing endpoint standards, configurations, and best practices to ensure a secure and consistent environmentSupport office expansions, relocations, and M&A integration activities including device deployment and user onboardingCreate and maintain documentation, procedures, and user guides for supported systems and common issuesRespond to service requests and escalations via phone, email, and in‑person support in a timely and professional mannerProvide backup coverage to the IT Helpdesk by supporting Tier 1 ticket intake, troubleshooting, and resolution as neededRequirements3+ years working in a corporate IT department in a support, desktop, or endpoint‑focused role3+ years working with Microsoft technologies such as Windows 11, Active Directory / Entra ID, and Microsoft 365 platformsExperience troubleshooting and supporting modern endpoint environments (laptops, mobile devices, docking stations, peripherals)Experience supporting Microsoft Intune in a production environment preferredSkills & Capabilities:Strong knowledge of modern computer hardware, operating systems, and enterprise software applicationsProven ability to troubleshoot complex technical issues across multiple systems and platformsStrong customer service focus with the ability to communicate effectively with both technical and non‑technical usersAbility to take ownership of issues and drive them through to resolutionStrong attention to detail and organizational skillsAbility to prioritize and manage multiple tasks in a fast‑paced, rapidly growing environmentDesire to continuously learn and expand technical skillsets, particularly within Microsoft cloud technologiesStrong work ethic and commitment to deliver best‑in‑class serviceExperience in highly regulated environments is a plusAAP/EEO Statement:Equal Opportunity/Affirmative Action Employer Veterans/Disabled#J-18808-Ljbffr