Technical Support Specialist II: Incident & Enterprise IT

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

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