IT Support Specialist

Description

About Protomiq

At Protomiq, we believe that the auto dealerships that win are the ones that create better experiences for their customers. That's why we build technology that helps dealers connect with shoppers, turn interest into action, and drive measurable business results. More than 6,000 dealerships across North America rely on Protomiq's solutions to engage customers, improve performance, and stay competitive in a rapidly evolving market.

From independent dealerships to some of the largest dealer groups and automotive brands in the industry, Protomiq is trusted by dealerships focused on what comes next. If you're excited by innovation, customer impact, and the opportunity to help shape the future of automotive retail, you'll fit right in.

Working at Protomiq

At Protomiq, your work matters. We're a team of builders, problem-solvers, and innovators who are passionate about helping our customers succeed. Here, you'll be empowered to move quickly, embrace new ideas, and make a visible impact on the business.

We offer competitive compensation, comprehensive benefits, professional development opportunities, and a culture built on collaboration, accountability, and growth.

Position Overview 

We are seeking a customer-focused IT Support Specialist to be the only on-site IT resource in our Atlanta office supporting our hybrid workforce with both Windows and Apple devices. You will own every IT request that isn’t escalated to our Tier 3 Managed Service provider (MSP), providing Tier 1 and Tier 2 support across Microsoft 365, Entra ID, and Intune, running employee onboarding and offboarding, and delivering high-touch support to Protomiq’s executive team.

Key Responsibilities

End-User Support

• Handle Tier 1 requests via ticket, chat, phone, or walk-up, including password resets, MFA, account lockouts, printers, peripherals, and software installs.
• Provide Tier 2 troubleshooting for Outlook, OneDrive, SharePoint, and Teams, including email and calendar configuration, file sync, and permissions.
• Support Windows and macOS endpoints, including application issues, updates, and performance.
• Triage and track tickets within SLAs; escalate to the Tier support desk or vendors with clear documentation and follow issues through to resolution.
• Write and maintain knowledge base articles and resolution notes.

Executive Support

• Provide priority, white-glove support to the executive team, in person, remotely, and while traveling.
• Set up and maintain executive devices; manage delegate access for mailboxes and calendars.
• Support executive and board meetings, including conference room, Teams, and Zoom setup, and handle sensitive requests with discretion.

Identity, Access & Device Management

• Administer Microsoft Entra ID for user accounts, groups, roles, and access controls, applying conditional access and least-privilege practices.
• Manage Microsoft Intune for device enrollment, compliance policies, application deployment, and endpoint security.
• Manage the office network (WiFi, Ethernet, access points, routers), conference room and desk equipment, and physical office access tools.

Onboarding & Offboarding

• Onboard new hires end to end: account provisioning, device setup, access validation, and day-one readiness.
• Offboard departing employees: deprovision accounts and devices, revoke access, hand off data, and meet security and audit requirements.

Systems & Process Improvement

• Partner with HR and Security to streamline onboarding and offboarding workflows.
• Identify recurring issues and recommend process, tooling, or automation improvements.
• Maintain asset inventory and license tracking; support IT audits, upgrades, and rollouts.

Requirements

• 3–5 years of IT support or help desk experience across Tier 1 and Tier 2.
• Hands-on experience with Outlook, OneDrive, SharePoint, Intune, Entra ID, and password management/MFA tools.
• Experience with employee onboarding and offboarding and with identity, access, and endpoint security fundamentals.
• Experience supporting executives.
• Strong troubleshooting, documentation, and customer service skills.

Preferred Qualifications

• Microsoft certifications preferred (e.g., MS-900, MD-102, AZ-104).
• Experience with ticketing systems (Jira, Zendesk, ServiceNow, etc.).
• Basic PowerShell scripting for automation.
• Exposure to compliance frameworks such as SOC 2 Type II.

Key Competencies

• Customer-first mindset with clear, professional communication
• Discretion and sound judgment with confidential matters
• Able to juggle multiple priorities and work independently
• Detail-oriented, security-aware, and process-driven