Technical Support Specialist II

Technical Support Specialist II Location: Alpharetta, GA (Onsite, Monday – Friday, 5x/week)   Technical Support Specialist II (Level 2 Onsite Support) – Alpharetta, GA Risk Solutions is seeking a dynamic, hands-on Level 2 Onsite Support professional to join our corporate head office in Alpharetta. This role focuses on supporting employees in the head office while collaborating with colleagues across the USA. You will work closely with Level 1 Service Desk teams and Level 3 specialists to ensure efficient IT support and stable operations. This position is ideal for a developing IT support professional with 1–3 years’ experience who is eager to grow quickly in a hands-on, high-volume onsite environment. We’re looking for someone with high learning agility who can ramp up rapidly, take ownership, and operate with pace while maintaining excellent customer service and ticket quality.   Key Attributes We’re Looking For: Strong communicator with a commitment to teamwork and customer service Independent, reliable, and accountable, with excellent attention to detail Highly organized and able to prioritize effectively Process-oriented while remaining flexible and pragmatic in problem-solving Proactive, hands-on approach to technical challenges As a member of our global Infrastructure and Enterprise Services organization (150+ professionals supporting 13,000+ employees globally), you will play a key role in delivering high-quality IT support services. This is a 100% onsite role—no hybrid options.   Responsibilities: Provide Level 2 onsite/deskside support (walk-ups + ticket queue) for Windows and macOS laptops Manage device lifecycle activities: new hire provisioning, imaging/enrollment, swaps, repairs coordination, leaver recoveries, and stock control Support and administer endpoint management tools: Windows: Autopilot/Intune build and deployment macOS: Jamf Pro policies, profiles, app deployment, and troubleshooting Troubleshoot productivity and collaboration tools: Microsoft 365, Teams, Outlook, OneDrive/SharePoint Resolve identity and access issues: Azure AD / Entra ID, MFA, SSO, device compliance, access groups, and conditional access awareness Support meeting rooms / AV (Teams Rooms, conferencing peripherals) and coordinate vendor escalation as needed Maintain high-quality ticket updates and documentation in ServiceNow Identify recurring issues, propose practical fixes, and contribute to knowledge articles and standard work   Required Skills: Strong experience supporting macOS / MacBooks in a managed enterprise environment. Proficient with Jamf Pro (or similar Apple device management) for deployment, configuration, and troubleshooting. Experience supporting Windows endpoints in an enterprise environment, including Autopilot/Intune build & deployment. Working knowledge of Azure AD / Entra ID (identity/access troubleshooting, MFA/SSO basics, group access concepts). Strong customer-facing communication and ownership mindset, providing proactive updates and end-to-end accountability. Practical hardware/peripheral troubleshooting (docks, monitors, mobile devices, etc.). Comfortable working onsite in a busy office environment. Nice-to-Have: Exposure to Ubuntu Linux (basic troubleshooting / command line familiarity) Basic networking fundamentals (Wi-Fi, DNS, VPN troubleshooting) Endpoint security / compliance experience (e.g., Defender, encryption, device compliance workflows)   Job Posting Overview: Team / Department Impact: The Level 2 Onsite Support team handles escalations from Level 1 Service Desk, sets up laptops for new hires and replacements, and ensures stable office IT operations. Role Impact: You will handle 2nd-level troubleshooting of Windows and macOS systems, provisioning laptops via Autopilot, performing physical upgrades of RAM/SSD, and managing deprovisioning and SSD retention. Top 3 Must-Have Skills: Advanced knowledge of Microsoft products Knowledge of macOS Strong troubleshooting skills “All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran”      

Created: 2026-04-02