IT Support Specialist

Surya; Georgia; Hybrid; USD 42,000 - 64,000; Full time

Job summary

Surya Inc. is seeking an IT Helpdesk Specialist to serve as the first point of contact for end-users, troubleshoot Windows and Microsoft 365 issues, and coordinate resolutions to keep daily operations running smoothly.

You will handle ticketing, provide remote and on-site support, onboard/offboard employees, and maintain equipment and meeting-room readiness. Strong communication, customer service mindset, and ability to multitask are essential.

Qualifications

• Bachelor's degree or equivalent hands-on IT/helpdesk experience.
• Experience troubleshooting Windows endpoints and Microsoft 365 (Outlook, Teams, OneDrive/SharePoint) with a strong customer-service mindset.
• Familiarity with a ticketing system (prioritization, documentation, SLAs/response expectations).
• Foundational networking knowledge (Wi-Fi, DNS/DHCP, VPN concepts) to diagnose connectivity issues.
• Strong communication skills—able to explain steps clearly and set expectations with non-technical users.
• Ability to prioritize and manage multiple tickets in a fast-paced environment while maintaining high-quality service.

Responsibilities

• Serve as the first point of contact for IT support requests via ticketing system, email, phone, and chat.
• Triage, troubleshoot, and resolve end-user issues across Windows, Microsoft 365, printers, and common business applications.
• Provide remote and on-site support; elevate incidents appropriately and coordinate with vendors/other IT resources as needed.
• Onboard and offboard employees (accounts, devices, access, and equipment) in partnership with HR and Security.
• Set up, image, and maintain laptops/desktops and peripherals using standard builds and documentation.
• Support collaboration and meeting-room readiness (Teams/Zoom rooms, AV basics, connectivity, and printing).
• Maintain accurate ticket notes, time entries, and resolution documentation; identify trends and propose improvements.
• Create and maintain knowledge articles, quick-reference guides, and repeatable processes to improve first-contact resolution.

Skills

Windows OS

Microsoft 365

Ticketing systems

Customer service

Networking basics

Communication

Multitasking

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira Service Management

Zendesk

Intune

PowerShell

Remote support tools

Job description

Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.’s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold + Bob Williams, Livabliss, and RST Brands. Surya Inc. has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times.

Overview:

Join a growing IT team that keeps employees productive through reliable, friendly, and timely technical support. In this helpdesk-focused role, you’ll be the first point of contact for IT requests—troubleshooting issues, guiding users, and coordinating resolutions to keep day-to-day work running smoothly.

You’ll resolve requests through a ticketing workflow, communicate clearly on status and next steps, and know when to escape—while building trust through a great customer experience.

We’re looking for someone who is hands‑on, curious, and comfortable in a fast‑moving environment. You have strong Windows and Microsoft 365 fundamentals, enjoy solving problems, and can manage multiple tickets while keeping users informed. This role reports to the IT Manager.

What You’ll Do:

• Serve as the first point of contact for IT support requests via ticketing system, email, phone, and chat
• Triage, troubleshoot, and resolve end‑user issues across Windows, Microsoft 365, printers, and common business applications
• Provide remote and on‑site support; elevate incidents appropriately and coordinate with vendors/other IT resources as needed
• Onboard and offboard employees (accounts, devices, access, and equipment) in partnership with HR and Security
• Set up, image, and maintain laptops/desktops and peripherals using standard builds and documentation
• Support collaboration and meeting‑room readiness (Teams/Zoom rooms, AV basics, connectivity, and printing)
• Maintain accurate ticket notes,
  • time entries, and resolution documentation; identify trends and propose improvements
  • Create and maintain knowledge articles, quick‑reference guides, and repeatable processes to improve first‑contact resolution

Basic Qualifications:

• Bachelor’s degree in a related field or 1–3 years of equivalent hands‑on IT/helpdesk support experience
• Experience troubleshooting Windows endpoints and Microsoft 365 (Outlook, Teams, OneDrive/SharePoint) with a strong customer‑service mindset
• Familiarity working in a ticketing system (prioritization, documentation, SLAs/response expectations)
• Foundational networking knowledge (Wi‑Fi, DNS/DHCP, VPN concepts) to diagnose connectivity issues
• Strong communication skills—able to explain steps clearly and set expectations with non‑technical users
• Ability to prioritize and manage multiple tickets in a fast‑paced environment while maintaining high‑quality servic

Preferred Qualifications:

• Experience with common ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk) and basic reporting/metrics
• Exposure to endpoint management/MDM (e.g., Intune or similar) and device security best practices
• Knowledge of identity/access basics (Active Directory/Entra ID, group membership, role‑based access)
• Scripting/automation experience (PowerShell preferred) to streamline repeatable support tasks

Core Competencies:

• Service mindset: responsive, respectful, and focused on resolving issues end‑to‑end
• Prioritization: triage requests, manage time effectively, and communicate trade‑offs
• Problem solving: diagnose root causes, test solutions, and document outcomes
• Communication: explain technical concepts clearly to both technical and non‑technical audiences
• Collaboration: work effectively with peers and stakeholders across departments
• Continuous learning: stay current on tools, security best practices, and operational improvements