IT Support Specialist

Role: IT Support Specialist
Department: IT
Location: Atlanta, hybrid
Reports into: Director of IT, UK based
Type: Full Time

About the role

We are seeking an IT Support Specialist based in the Atlanta office to serve as a key point of contact for help desk requests across our global offices. This is a hands-on role combining both desk-side and remote support, ensuring timely and effective resolution of IT issues for teams worldwide.

What you will do

• Provide first- and second-line technical support to users across global offices, both remotely and in person

• Act as a primary point of contact for help desk requests, ensuring timely resolution and excellent user experience

• Troubleshoot hardware, software, and network issues across Windows, macOS, and common business applications

• Manage user accounts, permissions, and access across core systems (e.g. Google Workspace, Microsoft 365, Slack)

• Set up, configure, and maintain laptops, workstations, and mobile devices

• Support onboarding and offboarding processes, ensuring a smooth experience for new starters and leavers

• Monitor and manage ticket queues, prioritising and escalating issues where necessary

• Maintain accurate documentation of systems, processes, and common fixes

• Collaborate with IT engineers to resolve complex issues and improve support processes

• Contribute to continuous improvement of IT services, tools, and user support standards

Experience we are looking for

• Proven experience in an IT support or help desk role

• Hands-on experience supporting Google Workspace (G Suite) and/or Microsoft Azure environments

• Experience managing users and permissions in tools such as Slack, Google Admin, and Azure AD

• Strong troubleshooting skills across Windows and macOS environments

• Experience with endpoint management / MDM tools (e.g. Intune, Kandji, or similar)

• Familiarity with ticketing systems (e.g. Jira Service Management, Zendesk, Freshservice)

• Understanding of network fundamentals (Wi-Fi, VPNs, DNS, basic troubleshooting)

• Experience setting up and supporting laptops, mobile devices, and peripherals

• Ability to support a remote / hybrid and globally distributed workforce

• Strong communication skills with a focus on user experience and clear problem-solving

Skills, behaviours and values we are looking for:

• Technical Expertise: Good understanding of IT systems, hardware/software troubleshooting, and network administration to provide timely, effective support.
• Problem-Solving Abilities: Skilled in diagnosing and resolving issues with a structured, methodical approach, ensuring quick and accurate solutions.
• Clear Communication: Ability to explain technical concepts in simple terms to both technical teams and non-technical users, ensuring clarity and transparency.
• Customer-Centric: Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience.
• Attention to Detail: High standard of accuracy in troubleshooting, documentation, and reporting, ensuring no details are overlooked and issues are fully resolved.
• Proactive & Driven: Demonstrates a proactive mindset, identifying potential problems before they escalate and continuously seeking ways to improve processes.
• Accountability: Takes ownership of assigned tasks and incidents, managing priorities effectively to ensure issues are resolved in a timely and efficient manner.
• Adaptability & Resilience: Comfortable working in a fast-paced environment, quickly adjusting to new technologies, evolving business needs, and high-pressure situations with a positive attitude.
• Collaboration & Teamwork: Works well within cross-functional teams, actively sharing knowledge, offering support, and learning from colleagues to continuously improve team performance.