Tech Support Analyst

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Fusion HCR is Hiring!

Role: Tech Support Analyst
Location: Atlanta, Georgia
Work Arrangement: On-site
Employment Type: Full-time
Industry: Automation Machinery Manufacturing

Join an IT support team serving an organization in the automation machinery manufacturing industry. This hands-on role is based at the organization’s Atlanta office and combines responsive day-to-day troubleshooting with on-site technical assistance, employee onboarding, and special projects. You’ll help users resolve technology issues while supporting the security and integrity of the IT environment. The role also provides high-touch assistance to executives, board members, and other employees, so professionalism, sound judgment, and clear communication are important. The ideal candidate brings broad IT support experience, confidence working with both Windows and macOS, and a strong commitment to seeing issues through from initial contact to resolution.

Position Overview

Fusion HCR is seeking a Tech Support Analyst to provide dependable, high-touch IT support at an organization’s Atlanta office. You’ll serve as a primary contact for a wide range of technology issues, handling support calls and tickets, troubleshooting problems, documenting findings, communicating with users, and escalating issues when needed. The position also provides on-site technical assistance and supports employee onboarding, including setup and troubleshooting for computers, peripherals, audiovisual equipment, and other technology.

The role combines direct user support with research, advanced troubleshooting, asset management, network operations, and special projects. You’ll work with users across a range of technical backgrounds and provide responsive service to employees, executives, and board members. Success requires technical breadth, discretion, adaptability, and the ability to prioritize issues while protecting the security and integrity of the IT environment.

Key Responsibilities

  • Respond to IT support calls and tickets; triage, troubleshoot, document, communicate about, and resolve issues or escalate them appropriately.

  • Provide on-site technical support and assist with employee onboarding, equipment deployment, and related projects.

  • Diagnose issues involving computers, peripherals, hardware, software, operating systems, Microsoft 365, access, connectivity, networks, security, and audiovisual equipment.

  • Deliver professional, high-touch assistance to employees, executives, and board members at the Atlanta office.

  • Research complex or recurring issues, perform advanced troubleshooting, and document solutions and relevant technical information.

  • Contribute to special IT projects, asset management, and basic network operations.

  • Assist with the physical setup, shipment, receipt, movement, and repair of technology equipment as required.

Required Qualifications

  • At least five years of relevant IT support experience, preferably across multiple disciplines; enterprise support experience is an advantage.

  • Working knowledge of Windows, macOS, and Microsoft 365 applications and platforms.

  • Experience providing direct and remote support, troubleshooting a broad range of issues, and supporting users from initial triage through resolution.

  • Understanding of standard network architecture and security concepts.

  • Strong verbal and written communication skills, with the ability to explain technical information to people with varied levels of technical expertise.

  • Demonstrated ability to provide polished, high-touch customer service and to prioritize issues based on urgency and potential impact.

  • Ability to learn new technical concepts quickly, adapt to changing challenges, and coordinate efforts to resolve problems.

  • Bachelor’s degree or equivalent experience or certifications; at least three years of experience or equivalent education or certifications is also specified.

  • IT certifications such as A+, Network+, MS-900, or Security+ are a plus. Experience with tools including ServiceNow, Active Directory, SCCM, Intune, collaboration platforms, Fortinet, or VoIP is also a plus.

  • Ability to perform hands-on, on-site equipment setup and troubleshooting, including lifting and moving technology equipment.

Why Join Us

  • Take on a varied role combining user support, onboarding, troubleshooting, asset management, network operations, and special projects.

  • Work directly with a North American IT support team and collaborate with colleagues across a broader internal IT organization.

  • Build experience supporting enterprise technology across devices, software, networks, security, access, and audiovisual systems.

  • Provide visible, direct service to employees, executives, and board members at the Atlanta office.

  • Help users keep their technology working while contributing to the security and integrity of the IT environment.

  • Develop broader technical knowledge through exposure to diverse support challenges and emerging technology.

Job ID: 6187