Technical Support Specialist II

Troubleshoot hardware and peripherals such as laptops, monitors, docking stations, mobile devices, RAM, SSDs, and related accessories. Handle laptop deprovisioning, including SSD removal and retention according to established processes.

Role: Technical Support Specialist II – Level 2 Onsite Support
Location: Alpharetta, GA – 100% Onsite, 5 days per week (Monday–Friday)

 Key Responsibilities:

• Provide Level 2 onsite and deskside technical support through walk-up requests and the ticket queue.
• Support both Windows and macOS laptops.
• Perform second-level troubleshooting and resolve escalations received from the Level 1 Service Desk.
• Manage the complete device lifecycle, including:
  • New-hire laptop provisioning.
  • Imaging and enrollment.
  • Laptop swaps and replacements.
  • Repair coordination.
  • Employee offboarding and equipment recovery.
  • Stock and inventory control.
• Provision Windows laptops using Microsoft Autopilot and Intune.
• Support and administer endpoint management technologies, including:
  • Windows: Microsoft Intune and Autopilot.
  • macOS: Jamf Pro policies, profiles, application deployments, and troubleshooting.
• Perform physical laptop upgrades, including RAM and SSD replacement.
• Handle laptop deprovisioning, including SSD removal and retention according to established processes.
• Troubleshoot Microsoft productivity and collaboration applications, including:
  • Microsoft 365.
  • Microsoft Teams.
  • Outlook.
  • OneDrive.
  • SharePoint.
• Troubleshoot identity and access issues involving:
  • Azure AD / Microsoft Entra ID.
  • Multi-Factor Authentication (MFA).
  • Single Sign-On (SSO).
  • Device compliance.
  • Access and security groups.
  • Conditional Access concepts.
• Support meeting rooms, Microsoft Teams Rooms, conference equipment, and AV peripherals.
• Coordinate with third-party vendors when escalation is required.
• Troubleshoot hardware and peripherals such as laptops, monitors, docking stations, mobile devices, RAM, SSDs, and related accessories.
• Maintain accurate and detailed ticket updates and documentation in ServiceNow.
• Identify recurring technical issues and recommend practical solutions.
• Create and maintain knowledge articles, troubleshooting documentation, and standard operating procedures.
• Provide proactive updates to users and maintain ownership of issues through resolution.

Required Qualifications:

• Approximately 1–3 years of relevant technical support experience.
• Strong experience supporting macOS and MacBooks within a managed enterprise environment.
• Hands-on experience with Jamf Pro or a similar Apple device management platform.
• Experience supporting Windows endpoints in an enterprise environment.
• Hands-on experience with Microsoft Intune and Autopilot for laptop builds and deployments.
• Advanced working knowledge of Microsoft products and applications.
• Working knowledge of Azure AD / Microsoft Entra ID.
• Understanding of MFA, SSO, identity management, device compliance, and access groups.
• Strong troubleshooting and problem-solving skills.
• Practical experience troubleshooting hardware and peripherals.
• Excellent customer-facing communication skills.
• Strong ownership mindset with the ability to manage issues from beginning to resolution.
• Highly organized with strong attention to detail and the ability to prioritize effectively.
• Ability to work independently while collaborating effectively with technical teams.
• Comfortable working full-time onsite in a busy corporate office environment.

Preferred / Nice-to-Have Skills

• Exposure to Ubuntu Linux, including basic command-line troubleshooting.
• Basic networking knowledge, including:
  • Wi-Fi.
  • DNS.
  • VPN troubleshooting.
• Exposure to endpoint security and compliance technologies such as:
  • Microsoft Defender.
  • Device encryption.
  • Endpoint compliance workflows.

Ideal Candidate Profile:
The ideal candidate will be:

• A strong communicator with a customer-service mindset.
• Independent, dependable, and accountable.
• Detail-oriented and highly organized.
• Process-driven while remaining flexible and practical when solving problems.
• Proactive and hands-on when addressing technical challenges.
• Comfortable operating in a fast-paced support environment.

 
“All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”