IT Support Specialist 

Location:  Conyers, GA 
Work Authorization: Must be local to the Metro Atlanta area
Certification Requirement: Professional certification required (A+, Network+, Cloud+, or equivalent). Certification must be uploaded with the application.

Position Overview

We are seeking an experienced IT Support Specialist 3 to maintain business applications, support critical infrastructure, and manage additional DDS systems including Nemo Q/GALA, VRT cameras, A/V systems, and mobile technologies.

The ideal candidate will have experience providing operational support, triaging production incidents, coordinating with technical partners to restore services, and conducting post-incident reviews. Successful candidates must be passionate about technology, committed to continuous learning, and knowledgeable about emerging IT trends and cloud technologies.

Key Responsibilities

Cloud Infrastructure & Administration

• Maintain cost-efficient and scalable cloud environments.
• Design, build, and support internal cloud-based applications.
• Align cloud solutions with organizational business objectives.
• Stay current with cloud computing best practices and recommend infrastructure improvements.
• Implement automation and provisioning solutions using tools such as AWS CLI and Terraform.
• Ensure high system availability while minimizing downtime and data leakage risks.

IT Support & Service Management

• Monitor and manage the ServiceNow ticket queue.
• Respond to support requests in a timely manner and provide ongoing communication with end users.
• Escalate issues appropriately when required.
• Provide technical support for software applications, configurations, and business submission processes.
• Collaborate with other IT Infrastructure team members to resolve technical issues.

End-User & Hardware Support

• Install, maintain, troubleshoot, and support:
  • Desktop computers
  • Laptops (Windows 10/11)
  • Scanners
  • Local and network printers
  • Google Print environments
  • Chrome Boxes
  • Other field support systems

Application & Systems Support

• Serve as an administrator or subject matter expert for DDS applications, including lobby management software, as needed.
• Support video conferencing platforms, A/V systems, dash cam software, and related equipment.
• Identify opportunities to improve operational efficiency through automation and digitization.

Required Qualifications

Education & Experience

Option 1

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field from an accredited institution.
• Minimum 3 years of relevant IT experience.

OR

Option 2

• Associate, Vocational, or Technical degree in Computer Science, Information Technology, Software Engineering, or a related field from an accredited institution.
• Minimum 5 years of relevant IT experience.

OR

Option 3

• One year of experience at the IT Support Specialist 2 level or an equivalent position.

Required Skills & Competencies

Technical Skills

• 2–3+ years of IT support and systems management experience.
• Professional certification such as:
  • CompTIA A+
  • Network+
  • Cloud+
  • Equivalent certification
• Experience using ServiceNow.
• Experience with AWS CLI, Terraform, or similar automation/provisioning tools.
• Strong understanding of:
  • Windows 10/11 environments
  • Desktop and laptop hardware support
  • Application installation and troubleshooting
  • TCP/IP networking and network issue resolution
  • Cloud infrastructure and support

Communication & Professional Skills

• Excellent verbal and written communication skills.
• Ability to explain technical concepts in business-friendly and user-friendly language.
• Strong interpersonal and customer service skills.
• Results-oriented with the persistence and patience to work effectively with diverse stakeholders.
• Ability to identify emerging technology trends and recommend improvements.

Additional Preferred Experience

• Experience supporting:
  • Video conferencing solutions
  • Audio/Visual (A/V) systems
  • Dash camera systems
  • Mobile devices and technology products
• Ability to quickly learn and support new software applications and technologies.
• Strong analytical and problem-solving skills.