Service Desk Support Analyst - Contract - Onsite - Atlanta, GA in Atlanta, Georgia at INFO ORIGIN INC

Job Description:

We are looking for an experienced Tier 2 IT Support Analyst to provide advanced technical support in a K–12 public school district environment. This role will support teachers, administrators, staff, students, and families by troubleshooting escalated technical issues and supporting district-wide technology systems.

Key Responsibilities:
• Provide Tier-2 support for escalated hardware, software, networking, classroom technology, and application issues
• Troubleshoot and resolve issues related to Microsoft 365, Google Workspace, Active Directory/Azure AD, SSO, endpoints, and conferencing tools
• Support Windows devices, printers, AV systems, instructional applications, and remote support environments
• Serve as an escalation point for Tier-1 support staff and assist with mentoring/junior team guidance
• Collaborate with infrastructure, networking, cybersecurity, and application teams on operational issues and projects
• Maintain accurate ticket documentation, troubleshooting procedures, and knowledgebase articles
• Participate in deployments, upgrades, operational improvements, and incident response activities

Required Skills:
• Strong troubleshooting and analytical problem-solving skills
• Experience with ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or similar
• Knowledge of TCP/IP, DNS, DHCP, VPN, wireless connectivity, and endpoint management
• Hands-on experience with Active Directory, Azure AD/Entra ID, identity management, and SSO
• Strong communication and customer support skills with the ability to support technical and non-technical users

Experience:
• 5–10 years of experience in Help Desk, Desktop Support, Service Desk, or advanced technical support roles
• Experience in K–12, public sector, or large enterprise support environments preferred
• Experience supporting classroom technology and instructional systems is a plus