Frontline IT Support Technician

Reformed Theological Seminary; Atlanta (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

Leading The Way is seeking a Help Desk Support Technician in Atlanta to serve as the frontline for IT requests. You will troubleshoot Tier 1–2 issues, support desktops, laptops, printers, phones, and peripherals, and assist with software deployment and onboarding of new staff.

Ideal candidates have IT support experience, familiarity with Windows/macOS, and knowledge of Microsoft 365 and Google Workspace. A patient, service-oriented mindset and strong communication are essential for success.

Qualifications

• Some IT support or help desk experience preferred; aptitude valued over credentials
• Background in trade school, CCAF, military IT (e.g., IT Specialist), or equivalent hands‑on experience welcomed
• Proficiency supporting Windows and macOS environments
• Experience with Microsoft 365, Google Workspace, or similar platforms
• Familiarity with ticketing systems and remote support tools
• Basic understanding of networking concepts (VPN, Wi‑Fi, DNS)
• Strong communication skills and a service‑oriented, patient mindset
• Christian. LTW faith and calling are emphasized

Responsibilities

• Serve as the primary point of contact for internal IT support requests (hardware, software, access, connectivity)
• Troubleshoot and resolve Tier 1 and Tier 2 issues in a timely manner
• Support desktops, laptops, printers, phones, mobile devices, and peripherals
• Assist with software deployment and rollout to workstations
• Manage and respond to tickets through the IT service management system with proper documentation
• Support onboarding and offboarding of staff including device setup and access control
• Assist with user account management (password resets, permissions, MFA)
• Escalate complex issues to Infrastructure Engineer or IT leadership as needed
• Assist with AV and technical setup for meetings and events
• Contribute to IT documentation and SOPs
• Maintain clear communication with non-technical users
• Demonstrate patience and people skills with staff of varying tech comfort levels
• Problem-solving and adaptability; prioritize and manage multiple requests
• Team-oriented with a service mindset
• Success looks like minimal downtime, well-documented tickets, smooth onboarding, and supported users

Skills

IT support

Help desk

Windows

macOS

Microsoft 365

Google Workspace

Ticketing systems

Remote support

Networking basics

Customer service

Education

Trade school / military IT background

CCAF or equivalent hands-on experience

Tools

IT service management system

Remote support tools

VPN

Job description

Leading The Way is seeking a Help Desk Support Technician in Atlanta to serve as the frontline for IT requests. You will troubleshoot Tier 1–2 issues, support desktops, laptops, printers, phones, and peripherals, and assist with software deployment and onboarding of new staff.

Ideal candidates have IT support experience, familiarity with Windows/macOS, and knowledge of Microsoft 365 and Google Workspace. A patient, service-oriented mindset and strong communication are essential for success.