Advanced IT Support Technician

Kids for the Future; Atlanta (GA); On-site; USD 55,000 - 85,000; Full time

Job summary

Kids for the Future in College Park, GA, seeks a Tier II IT Support Technician to provide advanced end-user support and act as escalation point for Tier I incidents. You will diagnose complex issues across endpoints, Microsoft 365, identity, and network connectivity, while maintaining records in Atera and collaborating with IT teams for deeper engineering needs.

The role requires 2–3 years of progressive IT support experience, strong troubleshooting, and familiarity with Microsoft 365 and IT

Qualifications

• 2–3 years of progressive experience in help desk, desktop support, or a comparable IT role.
• Hands-on experience resolving escalated endpoint, Microsoft 365, identity, and network-connectivity issues.
• Experience using Atera or a comparable IT service-management tool preferred.
• A basic certification such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Azure Fundamentals preferred but not required.

Responsibilities

• Manage and respond to escalated incidents and service requests in Atera within SLAs.
• Own tickets from diagnosis to closure with updates as needed.
• Provide advanced support onsite, via phone, Teams, email, or remote tools.
• Install, configure, and maintain hardware, software, and peripherals.
• Support Microsoft 365 apps and services (Outlook, Teams, OneDrive, SharePoint).
• Perform user-account and permission changes following access-control procedures.
• Troubleshoot network connectivity, DNS, DHCP, VPN, and authentication issues.
• Assist with endpoint deployment, imaging, patching, and asset inventory.
• Document work and create knowledge-base articles.

Skills

Troubleshooting

MS 365 Admin

Networking basics

Documentation

Customer service

Education

High school diploma or equivalent

Associate degree or technical training preferred

Tools

Atera

Job description

Kids for the Future in College Park, GA, seeks a Tier II IT Support Technician to provide advanced end-user support and act as escalation point for Tier I incidents. You will diagnose complex issues across endpoints, Microsoft 365, identity, and network connectivity, while maintaining records in Atera and collaborating with IT teams for deeper engineering needs.

The role requires 2–3 years of progressive IT support experience, strong troubleshooting, and familiarity with Microsoft 365 and IT