Cumming, GA

Support Jobs in Cumming, GA

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Today

Desktop Support Engineer I

Specialty Appliances LLC Cumming, GA

Cumming, GA

Today

Full time Active Directory Azure Ad / Entra Id Cloud Platforms

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Job Description

Provide hands-on and remote IT support for end users and lab environments, with a focus on Windows, identity, networking, and cloud-connected systems.

Responsibilities

Deliver on-site support at the Cumming, GA lab and remote support to other company labs using phone, Microsoft Teams, the ticketing system, and remote-control tools
Install, configure, and troubleshoot Windows, macOS, and Linux workstations and laptops
Support device and peripheral needs, including printers, scanners, docking stations, and other lab equipment
Prepare, deploy, and retire devices using standard build procedures, including new-hire setups and offboarding
Troubleshoot CAD and production workstations and connected lab equipment; coordinate with vendors when issues fall outside internal scope
Apply software updates and patches following established schedules and change procedures
Maintain accurate hardware and software asset inventory
Be available for occasional after-hours or weekend maintenance and urgent production support across Eastern and Central time zones
Perform Active Directory and Microsoft Entra ID account administration, including onboarding/offboarding, password resets, account unlocks, and group membership changes
Support MFA enrollment, sign-in issues, and access-related problems; escalate required policy changes to senior team members
Assist with the transition from on-premises Active Directory to Entra ID, including device enrollment, user communication, and post-migration troubleshooting under guidance
Support Microsoft 365 applications for end users, including Outlook, Teams, OneDrive, and SharePoint
Perform first-line troubleshooting for wired, wireless, VPN, and internet connectivity; gather diagnostics before escalating
Handle on-site Cumming tasks such as patching cables, replacing network devices, moving equipment, and checking UPS units
Act as on-site hands for senior engineers and vendors on infrastructure work; coordinate remote hands for other labs
Monitor assigned system and service health alerts and route issues to the correct owner
Triage user-reported issues involving AWS, Azure, and vendor-hosted applications; determine whether impact is local, network, identity, or service-side
Open, track, and follow up on vendor support cases, keeping users and internal stakeholders informed
Complete basic, well-documented administrative tasks in AWS and Azure as assigned (with appropriate access and oversight)
Document tickets thoroughly, including troubleshooting steps, known root cause, and resolution
Create and maintain knowledge base articles, how-to guides, and standard procedures for recurring issues
Follow security and compliance practices required by HIPAA, ISO 13485, and 21 CFR Part 11, including access controls, change records, and appropriate handling of protected health information
Promptly report suspected security incidents, phishing attempts, or policy violations through established channels
Use AI-assisted tools (e.g., Claude, Microsoft Copilot) for research, drafting documentation/KB articles, and building simple scripts
Verify AI-generated outputs before acting, especially for commands or configuration changes on production systems
Follow organizational AI usage policies and avoid sharing sensitive company or patient information with external AI services
Communicate work status, progress, and blockers clearly; ask for help after initial research when needed
Receive feedback and apply it to improve work quality; help others when asked
Participate in learning activities tied to agreed training and certification goals and maintain respectful collaboration
Participate in culture fit interviews as part of the recruiting process

Requirements

Working proficiency supporting Windows 10/11 desktops and laptops, including setup and reprovisioning, drivers, patches, user profiles, printers, and common peripherals
Foundational experience with Active Directory user and group administration (account creation, password resets, unlocks, group membership) and awareness of Microsoft Entra ID and MFA, including differences between cloud identity and on-premises AD
Ability to support Outlook, Teams, OneDrive, and SharePoint, including mailbox access, sync, and basic licensing issues
Understanding of core networking concepts: TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN; ability to use tools such as ping, ipconfig, tracert, nslookup to isolate connectivity issues
Basic ability to navigate and troubleshoot macOS and Linux, including user accounts, network settings, application installation, and common command-line tasks
Conceptual understanding of AWS and Azure (VMs, storage, identities/roles) sufficient to triage user-facing issues and route them correctly
Experience working from a ticket queue, documenting troubleshooting steps/resolutions, and supporting users with remote-control tools
Patient, professional communication with non-technical users; ability to minimize disruption to lab production
Clear technical communication in plain language by phone, Teams, and email, including escalation with context and steps already taken
Accountability for tickets from intake to resolution using documented procedures and keeping users informed
Eagerness to build depth across Windows, identity, networking, and cloud; asks questions after initial research; comfortable with change during modernization
Ability to handle access to user accounts, devices, and patient-related data with confidentiality and sound judgment
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience
Entry-level certifications such as CompTIA A+, Network+, Security+, MS-900, AZ-900, MD-102, or AWS Certified Cloud Practitioner
Exposure to endpoint management tools such as Microsoft Intune and Windows Autopilot
Exposure to hybrid identity concepts (e.g., Entra Connect or Cloud Sync, hybrid-joined devices) or participation in an AD-to-Entra migration
Experience with Apple device management such as Jamf or Intune for macOS
Familiarity with basic scripting in PowerShell or Bash to automate routine tasks
Experience supporting multi-site organizations or remote locations
Exposure to regulated healthcare, medical device, or manufacturing environments (e.g., HIPAA, ISO 13485)
Exposure to supporting 3D scanners, 3D printers, CAD workstations, or specialized production equipment
Valid driver’s license and willingness to travel to another lab location only if an unusual situation requires on-site support

Technologies

Windows 10, Windows 11
Active Directory, Microsoft Entra ID, MFA
Microsoft 365: Outlook, Teams, OneDrive, SharePoint
Networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN; ping, ipconfig, tracert, nslookup
macOS, Linux
AWS: virtual machines, storage
Azure: virtual machines, storage
Microsoft Copilot, Claude
PowerShell, Bash
Jamf, Microsoft Intune, Windows Autopilot, Endpoint Administrator (MD-102)
Certifications/Foundations: Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), CompTIA A+, CompTIA Network+, CompTIA Security+, AWS Certified Cloud Practitioner
Hybrid identity: Entra Connect, Cloud Sync
Compliance: HIPAA, ISO 13485, 21 CFR Part 11

Benefits

Medical, Dental & Vision Insurance
Short-term Disability, Long-term Disability, AD&D and Life Insurance Policies
Paid Vacations
9 Paid Company Holidays
Bonus Plan
401(k) with Company Match

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2mo ago

Senior Service Desk Technician (Tier 2 – MSP)

Snap Tech IT, LLC Cumming, GA

Cumming, GA

2mo ago Closed

$60k - $70k/yr Full time Senior Active Directory Cloud Platforms

This position is no longer accepting applications (closed Aug 22, 2026).

Job Description

Snap Tech IT, LLC is seeking a seasoned Service Desk professional to join our in-house team in Cumming, GA. The Senior Service Desk Technician (Tier 2) acts as the main escalation point for complex incidents within our MSP environment, owning advanced troubleshooting and guiding issues through to resolution. This onsite role blends hands-on technical work with collaboration across a close-knit group of IT professionals to support multiple business clients.

Responsibilities

Serve as a Tier 2 escalation resource for intricate technical problems
Deliver remote technical support to several business clients in a B2B MSP setting
Troubleshoot and resolve advanced issues on Windows 10/11
Address complex Microsoft 365 problems, including Exchange and basics of Azure AD
Troubleshoot Active Directory concerns (users, groups, GPO awareness)
Resolve advanced networking issues (DNS, DHCP, TCP/IP)
Own tickets through to resolution, rather than simply handing them off
Perform technical triage to determine severity and root cause
Use ConnectWise Automate and our ticketing system to manage tasks
Support endpoint security tools, email security, MDM, and related platforms
Create and maintain clear documentation in IT Glue
Collaborate with fellow technicians and escalate only when appropriate
Participate in a rotating after-hours on-call schedule
Occasionally travel onsite to client locations; a valid driver’s license is required

Requirements

3–5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
Demonstrated Tier 2 troubleshooting experience
Strong working knowledge of Windows OS
Strong working knowledge of Microsoft 365
Strong working knowledge of Active Directory
Solid understanding of networking fundamentals
Experience handling tickets from a queue and documenting work thoroughly
Strong customer service and communication skills

Technologies

Windows OS
Microsoft 365
Active Directory
ConnectWise Automate
IT Glue
VMware
ConnectWise

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance

What we’re looking for

Regularly handles escalated or non-routine tickets
Comfortable troubleshooting issues where the answer isn’t obvious
Ability to manage multiple priorities in a fast-paced queue
Clear communication with non-technical end users
Ownership and follow-through to resolution
Valuing documentation, process, and accountability
Understanding MSP expectations around responsiveness and efficiency

Strongly preferred (not required)

Prior MSP experience
Experience with ConnectWise, RMM tools, or similar platforms
Exposure to virtualization (VMware or similar)
Security tooling or firewall exposure
Microsoft or CompTIA certifications

About Snap Tech IT

Since 2001, Snap Tech IT has delivered managed IT services to businesses across Atlanta, Phoenix, and San Francisco. We are a process-driven MSP that prioritizes curiosity, accountability, and continuous improvement. Our technicians take pride in solving real problems and delivering consistent, high-quality service to our clients.

Experience

IT Support / Help Desk: 3 years (Required)

Work Location

In person

Location

Cumming, GA

Job Type

Full-time

Pay

$60,000.00 - $70,000.00 per year

Application Questions

What ticketing system(s) have you used, and approximately how many tickets did you handle on an average day?
This is a full‑time, in‑office role in Cumming, GA (Monday–Friday). Please confirm your availability.
Briefly describe your IT support experience, including the type of environment(s) you supported (MSP, internal IT, service desk) and the level of issues you primarily handled (Tier 1, Tier 2, escalations, etc.).
Describe the most complex Microsoft 365 issue you personally resolved end to end without escalation. Include what was broken, how you diagnosed the root cause, and what ultimately fixed it.
Describe a ticket that was escalated to you because Tier 1 could not resolve it. What symptoms were reported, what troubleshooting had already been attempted, how you identified the root cause, and what ultimately resolved the issue?

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Support Jobs in Cumming, GA

Desktop Support Engineer I

Senior Service Desk Technician (Tier 2 – MSP)

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