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Atlanta, Georgia, United States
Onsite
The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage.
Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned.
The IT Support Specialist provides efficient, employee-facing IT support across Geotab offices and the remote workforce. This role resolves escalated incidents and service requests, configures and troubleshoots complex endpoint hardware and software issues, manages advanced user accounts and access provisioning, and ensures local onsite support coverage.
Differentiated from the entry level IT Support Analyst tier, the IT Support Specialist handles complex diagnostic troubleshooting, executes critical escalations, and takes active custody of local office technology. Additionally, this role supports operational execution of asset processes—ensuring precise hardware inventory and deployment records, while the Asset Management Specialists own strategy, policy, and process. IT Support roles are expected to provide 5 day onsite coverage where assigned.
Respond to and resolve intermediate to advanced IT support tickets while maintaining strict SLA compliance and professional, clear employee communication.
Act as the escalation point for the IT Support Analyst tier, unblocking complex desktop, application, and operating system issues.
Perform advanced, systematic remote and onsite troubleshooting across Windows, macOS, Linux/Ubuntu, and ChromeOS environments.
Manage user access, account lifecycle, software deployments, and system permissions following approved RBAC, IAM, and security compliance frameworks.
Configure, install, maintain, and upgrade workstations, specialized mobile devices, team peripherals, and standard office technology.
Administer and troubleshoot core Google Workspace applications (Gmail, Drive, Groups, shared mailboxes, calendar routing, delegation).
Lead endpoint onboarding and offboarding procedures, ensuring high-quality device provisioning, custom system pre-configuration, and smooth recovery of returned assets.
Execute physical and system-level IT Asset Management (ITAM) tasks, including preparing, packaging, shipping, receiving, and scanning/auditing IT hardware inventory. Keep internal asset tracking databases 100% current to support hardware lifecycle policy. (Note: Specialists and Analysts execute physical/operational asset processes; policy, compliance, and governance remain under the Asset Management Specialist).
Leverage GenAI assistants and prompt-engineering capabilities within GIA (Geotab's internal AI Platform) to streamline ticket diagnostics, analyze complex logs, draft user communications, and accelerate technical resolution times.
Practical knowledge of AI tools, LLMs, and prompt-engineering concepts; ability to leverage GenAI assistants (such as GIA) safely to accelerate problem-solving, triage logs, and write high-quality technical documentation.
Contribute to and maintain IT knowledge base articles, documenting resolution procedures and user-facing “self-help” guides.
Coordinate local office technology operations, monitor onsite IT infrastructure (A/V, local printing, room booking), and ensure consistent 5-day onsite support coverage.
Identify repeat support ticket patterns and propose automated resolution or routing enhancements to the Service Automation team.
Support regional incident coordination, maintenance notifications, and participate in scheduled support rotations.
To provide 5 day onsite coverage where assigned.
Strong customer-service orientation and ability to communicate clearly with employees and stakeholders at all levels.
• Proven intermediate to advanced troubleshooting capability across Windows, macOS, Linux/Ubuntu, ChromeOS, and mobile OS.
• Intermediate Google Workspace administration and SaaS application troubleshooting skills.
• Ability to diagnose and resolve intermediate to complex network issues (LAN/WAN, Wi-Fi, VPN, DHCP/DNS).
• Solid understanding of ITSM frameworks, ticket lifecycle, categorization, SLA metrics, and escalation hygiene.
• High precision and attention to detail when updating ticket notes, support playbooks, and asset databases.
• Ability to manage multiple priority tasks, handle stress, and meet SLAs under pressure.
• Strong organizational, analytical, and diagnostic skills.
• Collaborative mindset and ability to coordinate across IT Security, Workplace Infrastructure, Facilities, and Application teams.
• Post-secondary diploma/degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• Relevant IT certifications such as CompTIA A+, Network+, Security+, ITIL Foundations, or endpoint management credentials (MDM/Apple/Microsoft) are highly valued.
• Typically 2 to 5 years of experience in IT support, service desk, desktop support, or equivalent end-user technology support.
Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program
*The above are offered to full-time permanent employees only
Geotab will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment or discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge. If you would like more information about our EEO program or wish to file a complaint, please contact our EEO officer, Klaus Boeckers at HRCompliance@geotab.com. For more details, view a copy of the EEOC's Know Your Rights poster. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to read our Privacy Notice.