IT Client Support Specialist II

Title: IT Client Support Specialist II

Reports to: IT Department Manager

Status: Full-time

Working Hours: 7:00 AM - 4:00 PM preferred; 8:00 AM - 5:00 PM optional

Working Location: Rockmart, Georgia

Purpose of Position

The IT Client Support Specialist / Help Desk Technician is responsible for providing responsive, professional, and effective technical support to Miura employees. This role supports daily help desk operations, endpoint administration, user account support, hardware and software troubleshooting, IT onboarding and offboarding activities, and general client-side IT services.

The position plays an important role in maintaining user productivity, improving support processes, and ensuring employees receive timely communication and resolution for IT-related issues.

Essential Duties and Responsibilities

Help Desk and Client Support

• Provide frontline technical support to Miura employees onsite at the Rockmart office and remotely to other company locations.
• Respond to, troubleshoot, document, and resolve support requests through the company's ticketing system.
• Deliver excellent customer service by phone, email, remote support tools, Teams, and in-person support.
• Troubleshoot Windows workstations, laptops, mobile devices, printers, desk phones, conference room equipment, peripherals, and other end-user technology.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Office applications, and related user issues.
• Assist users with password resets, account access, MFA issues, permissions, email issues, and general productivity tool support.
• Escalate issues to other IT staff or vendors when appropriate while maintaining ownership of communication with the user.
• Provide timely updates to users regarding ticket status, next steps, and resolution.
• Identify recurring support issues and recommend process improvements or training opportunities.
• Assist in creating and maintaining user-facing documentation, training guides, and knowledge base articles.

Microsoft, Active Directory, and Endpoint Support

• Support user accounts, groups, devices, and permissions in a Microsoft Active Directory and Azure/Microsoft Entra environment.
• Manage onboarding and offboarding tasks, including account setup, hardware preparation, software installation, and access provisioning.
• Support and manage endpoint management activities, including software deployment, patching coordination, device configuration, and basic troubleshooting.
• Assist with troubleshooting network connectivity, VPN, Wi-Fi, printer, mapped drive, and authentication issues.
• Support and manage endpoint protection, security tools, and client-side security practices as directed by IT management.
• Maintain accurate IT inventory records for computers, peripherals, mobile devices, and related assets.

Systems, Applications, and Business Support

• Assist with support for company business applications and technology platforms.
• Provide user support for systems such as Microsoft 365, ticketing systems, NetSuite, endpoint management tools, Meraki network equipment, AV/conference room systems, and other supported applications.
• Assist with basic troubleshooting of application access, browser issues, user configuration problems, and client-side system errors.
• Coordinate with vendors or internal subject matter experts when higher-level support is required.
• Participate in IT projects, upgrades, deployments, and technology rollouts as assigned.
• Support IT training and onboarding efforts for new employees.
• Perform other duties as assigned by the IT Department Manager.

Required Qualifications

• High school diploma or equivalent.
• 1-2 years of experience in IT help desk, desktop support, client support, or a similar technical support role.
• Strong troubleshooting skills in a Windows desktop and Microsoft business environment.
• Working knowledge of Microsoft Active Directory and/or Microsoft Entra ID (Azure AD) concepts.
• Experience supporting Microsoft 365 applications such as Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Strong customer service mindset with the ability to support users professionally and patiently.
• Ability to explain technical information clearly to non-technical users.
• Strong written and verbal communication skills.
• Ability to document issues, resolutions, and procedures clearly.
• Ability to prioritize tasks, manage multiple support requests, and follow through to resolution.
• Dependable, organized, and able to work in a fast-paced business environment.
• Ability to work onsite in Rockmart, Georgia, five days per week.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related technical field preferred but not required.
• 2+ years of experience in IT help desk, desktop support, client support, or a similar technical support role.
• Experience with Microsoft 365 administration or support.
• Experience with Microsoft Active Directory, Microsoft Entra ID (Azure AD), group membership, permissions, and user lifecycle support.
• Experience with endpoint management platforms, remote support tools, antivirus/endpoint protection, or patch management tools.
• Experience using or supporting IT ticketing systems.
• Experience with Meraki networking equipment or cloud-managed network environments.
• Experience supporting NetSuite or other ERP/business systems.
• Experience supporting AV systems, conference room technology, Teams meeting rooms, or similar collaboration tools.
• Basic familiarity with Linux or Linux-based systems.
• Experience working in a manufacturing, warehouse, or industrial business environment.
• Familiarity with IT asset management, hardware procurement, and inventory tracking.
• Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or similar credentials are a plus.

Knowledge, Skills, and Abilities

• Strong technical troubleshooting and diagnostic ability.
• Excellent customer service and interpersonal communication skills.
• Ability to remain professional and patient when assisting users with technical issues.
• Ability to work independently while knowing when to escalate.
• Strong attention to detail and follow-through.
• Ability to learn new systems, applications, and business processes quickly.
• Ability to support both office and operational/manufacturing users.
• Ability to manage competing priorities while maintaining service quality.
• Ability to maintain confidentiality and follow IT security best practices.
• Willingness to participate in continuous improvement of IT support processes.

Core Competencies

• Customer Service Focus
• Technical Troubleshooting
• Communication Proficiency
• Time Management
• Thoroughness and Documentation
• Accountability and Follow-Through
• Adaptability
• Team Collaboration
• Continuous Improvement
• Professionalism

Equal Employment Opportunity Statement

Miura America is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs. We are committed to providing a professional workplace free from discrimination and harassment.