Technical Support Specialist II

Jobtailor; Atlanta (GA); On-site; USD 60,000 - 82,000; Full time

Job summary

Jobtailor in Atlanta, GA seeks an experienced IT Support Specialist to manage incident lifecycles, provide Tier 2/3 support, and maintain enterprise endpoints in a fast-paced environment. You will triage, troubleshoot, document, and resolve incidents within SLAs while coordinating cross-team efforts.

The role requires CompTIA A+ certification and a minimum of 3 years in technical support or IT administration, with strong communication and collaboration skills to ensure secure configurations and

Qualifications

• Associate's Degree or equivalent experience; 2 years per year of college may be considered in lieu of degree.
• CompTIA A+ certification required.
• Minimum 3 years of relevant technical support or IT administration experience.
• Strong understanding of end-user devices, operating systems, and enterprise IT environments.
• Familiarity with Active Directory, endpoint management, and service management platforms.
• Ability to manage and prioritize multiple incidents, tasks, and projects in a fast-paced environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication skills, including translating technical information for non-technical audiences.
• Ability to work independently and collaborate across teams.
• Strong customer service orientation and professionalism.
• Ability to respond effectively to urgent requests and shifting priorities.
• Ability to climb ladders and work at varying heights.
• Ability to lift and move equipment up to 50 lbs.

Responsibilities

• Manage the full lifecycle of incidents and service requests within SLAs.
• Prioritize and resolve critical technology incidents to ensure uninterrupted operations.
• Escalate complex enterprise issues while maintaining end-to-end ownership.
• Provide Tier 2 and Tier 3 support and act as escalation point for lower tiers.
• Maintain network, endpoint, and system operations with documentation.
• Implement and support district-approved technology solutions aligned with governance and security standards.
• Manage device deployment, inventory tracking, repair, and refresh activities.
• Provide phone, remote, and field-based technology support.
• Lead complex incident resolution and coordinate cross-team collaboration.
• Mentor team members and promote skills development and best practices.
• Monitor service standards, processes, performance, and execution.
• Liaise with users, technical teams, and vendors.
• Monitor incidents and trends to identify root causes and reduce repeats.
• Use SLA data to drive accountability and decision-making.
• Drive process improvements to increase efficiency and reduce downtime.
• Develop and maintain knowledge base resources.
• Support technology changes and system upgrades through change management.
• Prepare stakeholders for system changes through proactive communication.
• Ensure compliance with cybersecurity standards and approved solutions.
• Identify and escalate security risks or incidents.
• Maintain current knowledge of emerging technologies and district-supported platforms.
• Perform additional duties as assigned.

Skills

Incident management

Technical support

Troubleshooting

Device configuration

User account management

Active Directory

Endpoint management

Service management

Change management

Documentation

Communication

Customer service

Critical thinking

Education

Associate degree or equivalent experience

Tools

Active Directory

Job description

Responsibilities

• Manage the full lifecycle of incidents and service requests, including triage, documentation, troubleshooting, resolution, and closure while meeting SLAs
• Prioritize and resolve critical technology incidents to ensure uninterrupted operations
• Escalate complex enterprise issues while retaining end-to-end ownership and accountability
• Provide Tier 2 and Tier 3 support and serve as an escalation point for Tier 1 and Tier 2 support
• Maintain network, endpoint, and system operations, including connectivity troubleshooting, user account management, device configuration, and technical documentation
• Implement and support district-approved technology solutions aligned with governance and security standards
• Manage device deployment, inventory tracking, repair, and refresh activities
• Provide phone, remote, and field-based technology support
• Lead complex incident resolution and coordinate cross-team collaboration
• Mentor team members and promote skills development and consistent best practices
• Monitor service standards, processes, performance, and execution
• Liaise with users, technical teams, and vendors
• Monitor systems and analyze incident trends and service data to identify root causes and reduce repeat issues
• Use service metrics and SLA data to drive accountability and decision-making
• Drive process and service improvements to increase efficiency and reduce downtime
• Develop and maintain knowledge base resources
• Support technology changes and system upgrades through formal change management processes
• Prepare stakeholders for system changes through proactive communication
• Ensure compliance with cybersecurity standards, secure configurations, patching, and approved technology solutions
• Identify and escalation security risks or incidents
• Maintain current technical knowledge aligned with emerging technologies and district-supported platforms
• Perform additional duties as assigned

Requirements

• Associate's Degree in a closely related field or equivalent experience; in lieu of degree, 2 years of related technology experience per year of college will be considered
• CompTIA A+ certification required
• Minimum of 3 years of relevant technical support or IT administration experience
• Strong understanding of end-user devices, operating systems, and enterprise IT environments
• Familiarity with Active Directory, endpoint management, and service management platforms
• Ability to manage and prioritize multiple incidents, tasks, and projects in a fast-paced environment
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent communication skills, including translating technical information for non-technical audiences
• Ability to apply critical thinking to technical issues
• Ability to work independently and collaborate across teams
• Strong customer service orientation and professionalism
• Ability to respond effectively to urgent requests and shifting priorities
• Ability to climb ladders and work at varying heights
• Ability to lift and move equipment up to 50 lbs.

Core Competencies

Demonstrates expertise in managing the full lifecycle of incidents and service requests while ensuring compliance with cybersecurity standards and effective communication with stakeholders. Proficient in troubleshooting, technical support, and implementing technology solutions aligned with governance and security standards.

Highest-signal resume keywords

• CompTIA A+ Certification
• Technical Support Experience
• Incident Management
• Active Directory Familiarity
• Analytical Problem-Solving Skills

ATS Optimization Keywords

Hard Skills

• Incident Management
• Technical Support
• Troubleshooting
• Device Configuration
• User Account Management
• Service Management Platforms
• Network Operations
• Endpoint Management
• Change Management
• Documentation

Soft Skills

• Excellent Communication Skills
• Customer Service Orientation
• Critical Thinking
• Collaboration
• Time Management

Certifications & Qualifications

• CompTIA A+ Certification

Industry Keywords

• Cybersecurity Standards
• Service Level Agreements (SLAs)
• Technology Solutions
• Incident TrendsEmerging Technologies