Systems Support Specialist - US

At Kids2, we're really good at what we do. And when we're great at our jobs, we help parents be great at their jobs.

Parenting is demanding, and that's where we come in. We want to reimagine how brands can make it easier for early stage parents - not by just selling them products, but by providing holistic solutions that transcend borders, categories and aisles.

No matter our title or department, at Kids2, our job is to create more tiny wins for parents, so they can create bright futures for their little ones. That's a big task!

We're serious about what we do, AND we love to have fun. Our team is hardworking, entrepreneurial, and passionate about helping families create millions, if not billions of tiny wins.

SUMMARY

Provides technical support and troubleshooting on a variety of subjects, including operating systems, business applications, various specialized applications, hardware configurations, peripheral devices, and all supporting processes. Works as a liaison between helpdesk operations and infrastructure to bridge any gaps between efficiency and interoperability. Primary communication medium to ensure both teams understand new technologies, changes, updates, etc.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS :

• Receive technical support requests and questions from end-users
• Respond to IT incidents and / or problems based on established SLA's per ITIL 4
• Create and maintain a variety of Intune Configuration Profiles for Windows systems
• Create and modify user accounts in Microsoft Active Directory and Azure Active Directory
• Create and modify user accounts in other business applications
• Manage user accounts on premises and Microsoft Office 365 through mailbox migrations and license assignment
• Troubleshoot a variety of hardware, software, and network issues
• Use remote-connection technology to troubleshoot and resolve user issues; working from an open incident ticket
• Install and configure software packages and / or hardware solutions using the appropriate method of dissemination and roll-out
• Troubleshoot and resolve Tier 1 server issues (license, Citrix, printer, etc.) that affect client applications and access.
• Configure user access to and support Webex Calling
• Train end-users on the standard use of company equipment and best practices to ensure protection of network hardware and software
• Evaluate new hardware and software product versions and recommend upgrade or replacement based on business needs
• Work with vendors to troubleshoot and resolve issues related to their products and services
• Communicate to IT management when individual user issues may be indicative of a larger critical problem (server down, network outage, etc.)
• Provide audio / video support, including video conferencing troubleshooting
• Follow strict privacy guidelines when handling sensitive and confidential data while providing support to end-users
• May participate in after-hours maintenance for projects
• Occasional travel for offsite hardware and software support
• Serve as on-site support in our main Atlanta office as part of a weekly rotation
• Create and update quality, comprehensive, user-facing documentation for training and troubleshooting purposes
• Other duties and responsibilities as assigned

QUALIFICATIONS & EXPERIENCE

EDUCATION & SKILLS

COMPUTER / TECHNICAL SKILLS

PHYSICAL DEMANDS

WORK ENVIRONMENT

We offer competitive pay, flexible hours, and generous benefits. Plus, to keep things fun (because we are all kids at heart), we offer a host of team member activities and philanthropic efforts throughout the year and company-wide awards and recognition for a job well done!

Check out our website at www.kids2.com and our social media pages on LinkedIn, Facebook and Instagram for more information and open positions in the career section.

Drug Free Workplace M / F / D / V