Tier II Technician

Kids for the Future; Atlanta (GA); On-site; USD 55,000 - 85,000; Full time

Job summary

Kids for the Future in College Park, GA, seeks a Tier II IT Support Technician to provide advanced end-user support and act as escalation point for Tier I incidents. You will diagnose complex issues across endpoints, Microsoft 365, identity, and network connectivity, while maintaining records in Atera and collaborating with IT teams for deeper engineering needs.

The role requires 2–3 years of progressive IT support experience, strong troubleshooting, and familiarity with Microsoft 365 and IT

Qualifications

• 2–3 years of progressive experience in help desk, desktop support, or a comparable IT role.
• Hands-on experience resolving escalated endpoint, Microsoft 365, identity, and network-connectivity issues.
• Experience using Atera or a comparable IT service-management tool preferred.
• A basic certification such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Azure Fundamentals preferred but not required.

Responsibilities

• Manage and respond to escalated incidents and service requests in Atera within SLAs.
• Own tickets from diagnosis to closure with updates as needed.
• Provide advanced support onsite, via phone, Teams, email, or remote tools.
• Install, configure, and maintain hardware, software, and peripherals.
• Support Microsoft 365 apps and services (Outlook, Teams, OneDrive, SharePoint).
• Perform user-account and permission changes following access-control procedures.
• Troubleshoot network connectivity, DNS, DHCP, VPN, and authentication issues.
• Assist with endpoint deployment, imaging, patching, and asset inventory.
• Document work and create knowledge-base articles.

Skills

Troubleshooting

MS 365 Admin

Networking basics

Documentation

Customer service

Education

High school diploma or equivalent

Associate degree or technical training preferred

Tools

Atera

Job description

• Location 2500 BURDETT RD,Atlanta, GA, 30349-4208,United States
• Employee Type FT Exempt
• Required Degree 2 Year Degree
• Manage Others No

OCCUPATIONAL SUMMARY:

The Tier II IT Support Technician provides advanced technical support to end users and serves as the escalation point for incidents and service requests that cannot be resolved at Tier I. This position diagnoses and resolves complex issues with endpoints, software, Microsoft 365, identity, network-connectivity, and other business-application issues. The technician owns assigned work from intake through verified resolution, maintains clear records in Atera, protects organizational data and access, and partners with specialized IT teams when deeper engineering or administrative support is required.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Manage and respond to escalated incidents and service requests in Atera within established service levels based on impact, urgency, and priority.
• Own assigned tickets through diagnosis, resolution, user confirmation, documentation, and closure; provide timely status updates when work remains in progress.
• Provide advanced support through onsite assistance, telephone, Microsoft Teams, email, and approved remote-support tools.
• Install, configure, update, repair, replace, and maintain approved computer hardware, software, workstations, and peripheral equipment.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint access, and Office desktop applications.
• Perform approved user-account, group-membership, license, mailbox, multifactor-authentication, password, and permission changes in accordance with access-control procedures.
• Troubleshoot wired and wireless connectivity, DNS, DHCP, VPN, network printing, device registration, and common authentication issues before escalation.
• Provide user support for Salesforce and other business applications, including login, navigation, permissions, data entry, reports, and basic workflow issues.
• Distinguish user-training needs from access issues, configuration defects, data-quality concerns, integration failures, and platform outages.
• Capture complete escalation information, including business impact, affected users, steps to reproduce, error messages, record identifiers, timestamps, screenshots, logs, and troubleshooting already performed.
• Assist with endpoint deployment, imaging, configuration, patching, asset inventory, equipment moves, and technology lifecycle activities.
• Support the Network, Infrastructure, Security, Business Systems, Applications, Data, and Digital teams by collecting evidence, completing approved checks, and coordinating incident resolution.
• Recognize high-impact, security-sensitive, or data-integrity incidents and elevate them promptly according to established procedures.
• Identify recurring incidents and recommend preventive solutions, user education, knowledge articles, automation, or process improvements.
• Create and maintain accurate technical documentation, knowledge-base articles, support procedures, and known-error records.
• Coach Tier I technicians by explaining troubleshooting methods, sharing solutions, and supporting consistent service standards.
• Follow change-management, cybersecurity, privacy, acceptable-use, records-retention, and vendor-support procedures.
• Participate in IT projects, testing, deployments, audits, disaster-recovery exercises, and onsite or after-hours event support as assigned.
• Perform other duties as assigned.

EDUCATION/EXPERIENCE:

• High school diploma or equivalent required; associate degree, technical program, or comparable training is preferred.
• Two to three years of progressive experience in help desk, desktop support, technical support, or a comparable IT role.
• Hands-on experience resolving escalated endpoint, Microsoft 365, identity, and network-connectivity issues.
• Experience using Atera or a comparable IT service-management and remote-monitoring platform is preferred.
• A basic, relevant certification such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Azure Fundamentals is preferred but not required.

QUALIFICATIONS:

• Strong problem-solving, critical-thinking, and analytical skills with the ability to troubleshoot systematically.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, endpoint security, and common authentication concepts.
• Working knowledge of Microsoft 365 administration, user accounts, groups, licenses, permissions, multifactor authentication, and least-privilege principles.
• Excellent interpersonal and customer service skills, including patience and professionalism with users at all technical skill levels.
• Excellent written and verbal communication skills with the ability to explain technical information clearly.
• Ability to prioritize multiple incidents, manage time effectively, and meet service expectations in a fast-paced environment.
• Ability to document technical work accurately and create instructions that other technicians and users can follow.
• Ability to recognize risk, protect confidential information, follow approval processes, and elevate appropriately.
• Ability to work collaboratively across technical specialties without transferring responsibility prematurely.
• Ability to learn and support new technologies and business applications.
• Ability to work fully onsite and provide occasional after-hours support for critical operations or scheduled events.

EQUIPMENT TO BE USED:

• Telephone and mobile devices
• Desktop and laptop computers
• Printers, peripherals, and standard diagnostic tools
• Approved remote-support and IT management tools

WORK ENVIRONMENT AND SCHEDULE:

• This role requires flexibility and availability for evening and weekend support as needed during live events, worship services, and media broadcasts, while supporting end-users and IT systems.
• The work schedule for this role will be onsite Monday - Friday, or Sunday - Thursday, with opportunities to work remote one day per week.
• This is a hands-on role requiring technical expertise, great customer service skills, problem-solving, and proactive IT support.

ADDITIONAL DETAILS:

• This role is located in College Park, GA.
• Must be located in Georgia.