IT Support Analyst II / Endpoint Specialist - onsite

The IT Support Analyst II / Endpoint Specialist is responsible for supporting, monitoring, and resolving escalated technical issues to improve the functionality, reliability, and security of corporate technology systems. This role serves as the primary escalation point for the Helpdesk, providing advanced troubleshooting across endpoints, Microsoft 365 platforms, and workplace technology.  This position will deliver hands-on, on-site technical support while assisting with endpoint management, device lifecycle operations, and Microsoft 365 administration in a highly regulated environment. 

The ideal candidate is passionate about technology, delivers an exceptional service experience, and is eager to expand their knowledge of cloud-based systems within a modern, Microsoft-focused environment with opportunities to grow into advanced cloud and endpoint engineering roles.

This position is based out of our Buckhead Corporate Office and requires in-office attendance 5 days per week, Monday-Friday. 

Specific Job Functions:

• Act as the primary escalation point for Helpdesk (Tier 1) support requests, resolving complex technical issues across systems, hardware, and software
• Troubleshoot and resolve Microsoft 365 issues including Exchange Online, Teams, OneDrive, and SharePoint Online 
• Support Entra ID (Azure AD) user, device, and access-related issues, including account provisioning and troubleshooting access challenges 
• Administer and support Microsoft Intune including device enrollment, configuration, compliance, and remediation 
• Manage the full endpoint lifecycle including device provisioning (Autopilot), deployment, replacement, and decommissioning 
• Perform on-site support for employees, including troubleshooting hardware, peripherals, and office technology 
• Deliver exceptional service to employees, including timely communication, ownership of issues, and full resolution of support requests 
• Identify recurring issues and trends, recommending solutions to improve service levels and reduce operational friction 
• Collaborate with systems, security, and engineering resources to escalate and resolve complex technical issues 
• Assist in implementing endpoint standards, configurations, and best practices to ensure a secure and consistent environment 
• Support office expansions, relocations, and M&A integration activities including device deployment and user onboarding 
• Create and maintain documentation, procedures, and user guides for supported systems and common issues 
• Respond to service requests and escalations via phone, email, and in-person support in a timely and professional manner
• Provide backup coverage to the IT Helpdesk by supporting Tier 1 ticket intake, troubleshooting, and resolution as needed

• 3+ years working in a corporate IT department in a support, desktop, or endpoint-focused role 
• 3+ years working with Microsoft technologies such as Windows 11, Active Directory / Entra ID, and Microsoft 365 platforms
• Experience troubleshooting and supporting modern endpoint environments (laptops, mobile devices, docking stations, peripherals) 
• Experience supporting Microsoft Intune in a production environment preferred 

Skills & Capabilities:  

• Strong knowledge of modern computer hardware, operating systems, and enterprise software applications 
• Proven ability to troubleshoot complex technical issues across multiple systems and platforms
• Strong customer service focus with the ability to communicate effectively with both technical and non-technical users 
• Ability to take ownership of issues and drive them through to resolution
• Strong attention to detail and organizational skills 
• Ability to prioritize and manage multiple tasks in a fast-paced, rapidly growing environment 
• Desire to continuously learn and expand technical skillsets, particularly within Microsoft cloud technologies 
• Strong work ethic and commitment to deliver best-in-class service 
• Experience in highly regulated environments is a plus  

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