IT Support Specialist II

Safe-Guard Products International; Atlanta (GA); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Plan with Company Match

Paid Holidays and Vacation

Ongoing Training & PersonalDevelopment

Job summary

Safe-Guard Products International is seeking a skilled IT Support Analyst (Tier 2) to provide advanced technical assistance across macOS, Windows, and Office 365. This hybrid role requires troubleshooting complex issues, supporting end-users, and maintaining IT systems for the organization.

The ideal candidate will have hands-on experience withIntune, AD/Azure AD, and strong communication skills, with a focus on delivering exceptional end-user support in a fast-paced environment.

Qualifications

• Experience with macOS and Windows troubleshooting.
• Knowledge of Microsoft Intune for endpoint management.
• Strong understanding of Office 365 administration.
• Familiarity with Active Directory, Azure AD, and Group Policy.
• Certifications such as CompTIA A+, Microsoft 365 Certified, or Apple Certified are a plus.

Responsibilities

• Provide Tier 2 support for macOS and Windows laptops, addressing hardware and software issues.
• Administer and support Office 365, including Exchange, SharePoint, Teams, and OneDrive.
• Troubleshoot network connectivity, VPN, and wireless access problems.
• Collaborate with Tier 1 support to escalate and resolve technical issues efficiently.
• Assist with application deployments, system updates, and patch management.
• Maintain documentation for IT procedures and troubleshooting guides.
• Provide technical guidance and training to end-users and Tier 1/Interns.

Skills

End-user support

Problem solving

Communication skills

Team collaboration

Education

Bachelor’s degree

Tools

Microsoft Intune

JAMF

Beyond Trust

Active Directory

Azure AD

Group Policy

Job description

Job Title: IT Support Analyst (Hybrid)

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

Job Overview:

We are looking for a skilled Tier 2 IT Support Analyst to join our team and provide advanced technical assistance across various platforms, including Macs, laptops, Microsoft Intune, and Office 365. This role involves troubleshooting complex issues, supporting end-users, and ensuring the smooth operation of IT systems.

Job Responsibilities:

• Provide Tier 2 support for macOS and Windows laptops, addressing hardware and software issues.
• Administer and support Office 365, including Exchange, SharePoint, Teams, and OneDrive.
• Troubleshoot network connectivity, VPN, and wireless access problems.
• Collaborate with Tier 1 support to escalate and resolve technical issues efficiently.
• Assist with application deployments, system updates, and patch management.
• Maintain documentation for IT procedures and troubleshooting guides.
• Provide technical guidance and training to end-users and Tier 1/Interns.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Experience with macOS and Windows troubleshooting.
• Knowledge of Microsoft Intune for endpoint management.
• Strong understanding of Office 365 administration.
• Familiarity with Active Directory, Azure AD, and Group Policy.
• Ability to diagnose hardware issues and coordinate repairs.
• Excellent problem-solving and communication skills.
• Certifications such as CompTIA A+, Microsoft 365 Certified, or Apple Certified are a plus.

Preferred Experience

• Bachelor’s degree required.
• 10+ years of experience in a Tier 2 IT support role to include macOS, Windows.
• Direct experience managing corporate IT environments with Macs and laptops.
• Knowledge of Intune, JAMF or other device management tools.
• Knowledge of Beyond Trust remote access tool

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.