IT Support Analyst

Job Title: IT Support Analyst

Location: Atlanta, GA

Contract: Full Time

Salary: $62,000 to $67,000 plus bonus and benefits

Hi there, I'm Sajid and I'm the Head of IT Support here at Hawk-Eye. I'm looking for a self-driven and highly motivated IT Support Analyst, with prior service desk experience, to join our global IT support team. The role involves providing office IT infrastructure & endpoint computer provisioning support in Atlanta, USA as well as providing 2nd line IT support to the US and global user base. There are also opportunities to work on global IT projects.

Reporting into the global servicedesk manager, this broad, dynamic and exciting role offers opportunities for the right candidate to further develop and expand their IT expertise, through training & coaching that will be provided.

The position is a full time role, 5 days per week, based in the Atlanta, USA office. It is expected that candidates will work at least 4 days per week from the Atlanta office, with an option to work from home 1 day per week on global IT support duties. The role may occasionally require after-hours work in support of critical Atlanta IT infrastructure support & maintenance.

Global IT Support and Platform Administration (50%)

• Monitoring and managing IT Support tickets via the Jira ticketing system during US working hours.

• Providing onboarding and offboarding services as well as 2nd line IT support services to the global user base.

• Provide IT administrative support via the businesses centrally managed IT systems framework & platforms including: Microsoft 365, Microsoft Intune, Google Workspace, Kandji (Macs), and Ubiquiti network management.

• Identifying support request patterns and opportunities for IT tooling and process improvements.

• Writing and maintaining IT technical documentation and quick guides.

US Staff Endpoint Support (25%)

• Purchase, configure, and distribute laptops and workstations for new employees in the US region.

• Replace endpoint devices for existing employees as they reach end of life.

• Diagnose faults and schedule repairs with vendors.

• Upgrade, install, and configure hardware and software on staff and shared office PCs.

US Office/Warehouse Network Support (15%)

• Serve as the primary point of contact for all IT support inquiries in the US region, offering local, hands-on assistance and coordinating closely with the global IT team, particularly during network outages.

• Administer, maintain, and troubleshoot office and warehouse networks, including wired, fibre-optic, and WIFI systems.

• Manage and maintain NAS mass storage servers, ensuring backups, server health, firmware updates, user access, and capacity upgrades.

Project Work (10%)

• Collaborate with the global head of IT Support and global IT team to coordinate and deliver IT improvement objectives in the US region, ensuring alignment with the Head of Service Operations (US).

• Assist with trial, implementation of new and improved IT tools, solutions, and platforms aligned with business requirements, in conjunction with the global IT team.

• Prior IT servicedesk & support experience essential.

• Comprehensive IT knowledge, with strong attention to detail and exceptional, independent IT troubleshooting skills.

• Excellent time management and task prioritization skills. Positive, can-do attitude.

• Strong interpersonal and communication abilities, including the capacity to explain complex IT issues clearly to technical and non-technical personnel.

• Networking experience (wired and wireless).

• PC, server, and laptop hardware knowledge.

• Prior familiarity with Windows OS essential

• Prior experience with Linux, Mac OS, Android, and iOS desirable.

• Prior familiarity with Microsoft 365, Entra and Intune desirable.

• Good understanding of IT security and cybersecurity best practices.

• Ability to work independently & with global IT team support, managing multiple tasks simultaneously.

• Friendly, approachable attitude, and ability to collaborate with personnel across all business departments.

• Desire to learn, grow, and develop new IT solutions.

Career progression & development areas:

• Exposure to cloud computing platforms (MS 365, MS Entra, MS Intune, Google Workspace, Ubiquiti, Kandji.

• Watchguard and Fortigate firewalls, VPN tunneling, configuration & support.

• Networking protocols (BGP, OSPF, TCP, UDP)

• NAS systems (Qnap or similar)

• Security products (MS Defender, Eset protect)

• Additional tools and systems (RADIUS SAAS, SCEPman, Splashtop, Keeper)

If you are ready to take on a challenging and rewarding role in IT support with a global perspective, apply today!

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.