IT Support Specialist

Job Summary

We are seeking an experienced IT Support Specialist III to provide technical support for business applications, IT infrastructure, and end-user systems. The ideal candidate will be responsible for maintaining critical IT systems, troubleshooting hardware, software, networking, and cloud-related issues, while ensuring high system availability and excellent customer support.

This role requires experience in desktop support, IT operations, ServiceNow ticket management, cloud technologies, and infrastructure support. Candidates should be proactive, customer-focused, and eager to learn emerging technologies.

Key Responsibilities

IT Support & Desktop Administration

• Provide technical support for Windows 10/11 desktops and laptops.
• Install, configure, maintain, and troubleshoot desktop hardware and software.
• Support scanners, local/network printers, Chrome Boxes, mobile devices, and other field equipment.
• Resolve hardware, software, and operating system issues.

Application & Production Support

• Maintain and support business-critical applications and IT infrastructure.
• Troubleshoot production incidents and restore services promptly.
• Participate in post-incident reviews to prevent recurring issues.
• Support applications such as Nemo Q/GALA and other DDS business systems.

ServiceNow Ticket Management

• Monitor and manage the ServiceNow ticket queue.
• Respond to incidents and service requests within established SLAs.
• Escalate unresolved issues to appropriate teams.
• Maintain accurate documentation and provide timely updates to end users.

Cloud & Infrastructure Support

• Maintain secure, scalable, and cost-efficient cloud environments.
• Support cloud infrastructure and recommend improvements.
• Assist in designing, implementing, and maintaining cloud-based solutions.
• Stay current with cloud computing best practices.

Automation & System Administration

• Utilize automation and provisioning tools such as AWS CLI and Terraform.
• Recommend hardware and software solutions based on business needs.
• Assist with IT infrastructure administration and operational support.

Networking & Connectivity

• Troubleshoot TCP/IP network connectivity issues.
• Support local and network-connected devices.
• Assist with maintaining stable network operations.

Audio/Video & Collaboration Support

• Maintain and troubleshoot video conferencing systems.
• Support A/V equipment, dash cameras, and related technologies.
• Provide technical assistance for collaboration tools and meeting room technology.

Customer Support

• Deliver exceptional technical support to internal users.
• Communicate technical information effectively to both technical and non-technical users.
• Identify opportunities to improve IT operations and automate routine tasks.

Required Qualifications

Education

One of the following:

• Bachelor''s degree in Computer Science, Information Technology, Software Engineering, or a related field and 3+ years of related experience.

OR

• Associate''s/Vocational/Technical degree in a related field and 5+ years of related experience.

OR

• One year of experience as an IT Support Specialist II or equivalent.

Required Experience

• 2–3+ years of IT Support or IT Infrastructure Support experience.
• Experience supporting Windows 10 and Windows 11 environments.
• Experience using ServiceNow ticketing system.
• Experience installing, maintaining, and troubleshooting desktop hardware and software.
• Experience supporting printers, scanners, laptops, desktops, and mobile devices.
• Experience troubleshooting TCP/IP networking issues.
• Basic experience supporting cloud environments.
• Experience supporting production systems and resolving incidents.
• Experience providing excellent customer support in a corporate environment.

Required Technical Skills

• Windows 10 & Windows 11
• ServiceNow
• Desktop & Laptop Support
• Hardware Troubleshooting
• Software Installation & Configuration
• TCP/IP Networking
• Printer & Scanner Support
• Mobile Device Support
• Cloud Computing Fundamentals
• AWS CLI
• Terraform
• Incident Management
• Production Support
• IT Infrastructure Support
• Audio/Video Equipment Support
• Video Conferencing Support

Required Certification

Candidates must possess one of the following certifications (or equivalent):

• CompTIA A+
• CompTIA Network+
• CompTIA Cloud+
• Equivalent industry certification

Preferred Skills

• Experience supporting cloud infrastructure.
• Experience with automation and infrastructure provisioning.
• Experience supporting lobby management applications (Nemo Q/GALA).
• Knowledge of IT security best practices.
• Experience supporting A/V systems and dash camera technologies.

Soft Skills

• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication.
• Strong customer service orientation.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Team player with a proactive attitude.
• Ability to quickly learn new technologies.
• Strong organizational and documentation skills.
• Ability to identify process improvements and recommend technology solutions.
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Must-Have Requirements

• Local to Metro Atlanta, GA
• 2–3+ years of IT Support experience
• Professional Certification (A+, Network+, Cloud+, or equivalent) – Mandatory
• Experience with ServiceNow
• Windows 10/11 Support
• Desktop/Laptop Hardware Troubleshooting
• TCP/IP Networking
• Cloud Fundamentals
• AWS CLI & Terraform (preferred)
• Excellent communication and customer support skills