IT Support Engineer

Own more complex troubleshooting with minimal oversight across endpoints, SaaS platforms, identity and access, networking, and support-related cloud issues. - Apply sound security-minded support practices, including access control awareness, endpoint hygiene, phishing recognition, and prompt escalation of suspicious events. - Partner effectively with internal teams and vendors to resolve root-cause issues and improve reliability. - Contribute to cleaner documentation, stronger processes, and a more scalable support experience for employees. In 12 months:

Be recognized as a dependable technical resource capable of handling both day-to-day support and more advanced troubleshooting needs. - Improve support quality and operational reliability through better documentation, faster issue resolution, and proactive problem-solving. - Contribute meaningfully to support processes related to endpoint management, account access, asset tracking, and cloud-connected systems. - Demonstrate growing technical depth across AWS, security, and core IT operations in support of a high-performing internal technology environment. Responsibilities:

Provide technical support for employees across laptops, mobile devices, peripherals, conferencing tools, and business applications. - Troubleshoot and resolve issues related to hardware, software, email, VPN, user access, connectivity, and SaaS applications. - Support identity and access management tasks such as equipment and account provisioning, deprovisioning, password resets, permissions, and access changes. - Assist with onboarding and offboarding processes, including device setup, account configuration, access coordination, and equipment recovery. - Support endpoint management activities such as software deployment, patching, device readiness, and basic system health monitoring. - Partner internally to troubleshoot issues that intersect with AWS-hosted environments, cloud applications, or infrastructure dependencies. - Document technical issues, resolutions, recurring problems, and support procedures to improve consistency and team efficiency. - Escalate and coordinate complex issues appropriately while maintaining ownership and keeping stakeholders informed. - Follow IT and security best practices related to endpoint care, access control, suspicious activity reporting, and support process discipline. - Identify opportunities for process improvement, standardization, and automation that improve employee experience and support effectiveness. Position Requirements:

3+ years of experience in IT support, desktop support, help desk, or a similar end-user support role. - Strong troubleshooting skills across Mac environments, business applications, and collaboration platforms. - Experience supporting user accounts, permissions, and access in tools such as Microsoft 365, Okta, 1Password, Jamf, and similar platforms. - Familiarity with networking fundamentals and basic connectivity troubleshooting. - Exposure to AWS or cloud environments, including basic understanding of cloud infrastructure, hosted applications, permissions, or cloud-connected support workflows. - Exposure to cybersecurity concepts through hands-on experience, certification coursework, education, or training; this may include phishing awareness, endpoint protection, password hygiene, access controls, or incident awareness. - Strong customer service and communication skills, with the ability to explain technical issues clearly and build trust with non-technical users. - A collaborative, personable, and low-ego approach, with the ability to work effectively across teams and support colleagues at all levels. - Strong organization, judgment, and follow-through in a fast-paced environment. - Experience in healthcare, health tech, or a regulated environment is a plus. - Based in Atlanta, GA and able to work from our Buckhead office a minimum of 3 days per week. Position Perks: