IT Helpdesk Specialist

CallRail

IT Helpdesk Specialist ensuring premier IT support for employees at CallRail. Managing end-user issues across SaaS and hybrid hardware environments in a fast-paced setting.

Posted 5/18/2026full-timeAtlanta • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

JamfMacOS

About the role

Key responsibilities & impact

Work closely with the IT Support Manager to implement an organizational-wide technology strategy.
Maintain, update, and triage the organization’s ticketing system to ensure strict SLA compliance.
Update and maintain detailed and complete IT Support documentation (including internal self-service articles and IT SOPs).
Participate in the implementation and ongoing support for organization-wide IT projects, especially those involving end-user onboarding/offboarding automation, hardware lifecycle refreshes, and software enhancements.
Ensure an accurate inventory of user hardware (macOS & Windows) and SaaS software license allocations.
Administer user accounts, group memberships, and single sign-on (SSO) integrations within Google Workspace and Okta.
Assist with basic troubleshooting of local office network infrastructure (specifically Cisco access points, switches, and VPN connectivity) to ensure seamless office connectivity.
Assist users in navigating, troubleshooting, and adopting company-approved AI productivity tools and assistants.
Capability to follow instructions, take ownership of job responsibilities, balance and prioritize multiple user issues, and remain calm under pressure.

Requirements

What you’ll need

Two or more years of relevant experience working in a fast-paced SaaS/AI organization.
Demonstrated experience solving reported end-user issues directly across both macOS and Windows operating systems.
Ability to provide instructions to users clearly and efficiently, with excellent writing and follow-up skills.
Strong critical-thinking, analytical, and troubleshooting skills.
Comfortable working with modern IT support tools (RMM, MDM, IAM, and Ticketing Platforms)
Excellent time management and multitasking skills in a dynamic environment.
2+ years of user device management experience across mixed environments (Windows and Apple Mac).
2+ years of experience deploying and administering MDM solutions (e.g., Jamf, Kandji, Meraki, or Intune).
Hands-on experience administering Okta (provisioning, MFA, policy enforcement) and Google Workspace (Gmail, Drive, Shared Drives, and Admin Console).
Familiarity with Cisco networking concepts, including wireless configurations, VLANs, and VPN client configuration.
Familiarity with the deployment, data security policies, and troubleshooting of modern LLMs/AI productivity tools (e.g., ChatGPT, Microsoft Copilot, Gemini, Claude).
2+ years of experience in administering and improving IT Ticketing systems and processes.
Solid understanding of physical, logical, internet, and wireless security practices, alongside a strong understanding of user authentication, permissions, and encryption.

Benefits

Comp & perks

Healthcare (one option covered at 100% for employees)
Dental & Vision Coverage
Competitive HSA with company matching
Paid parental leave
Flexible vacation policy
401K options with company dollar-for-dollar match
Employee stock options available from day one
$2,000 annual educational allowance
Catered lunch every Tuesday * an in-office perk
MARTA transportation or office parking expenses covered
Employee charitable donation company match, up to $500 annually
Regular company outings and events
Hybrid work options with $500 office stipend to set up your home office
Designated bike storage

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

macOSWindowstroubleshootinguser device managementMDM solutionsOktaGoogle WorkspaceCisco networkingAI productivity toolsIT Ticketing systems

Soft Skills

critical-thinkinganalyticaltime managementmultitaskingcommunicationownershipprioritizationcalm under pressureinstruction deliverywriting