Job Description

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

The Help Desk Technician provides hands-on IT support for corporate office employees and remote staff. This includes troubleshooting and resolving issues with desktops, laptops, peripherals, and business applications, as well as managing hardware lifecycle activities such as imaging, deployment, and refresh. The role serves as the primary in-person point of contact for IT support at our Atlanta office.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Receive technical support requests and questions from end-users by ticket submissions, walk-ups, messages, and emails
• Respond to IT problems in a timely manner and enter documentation of problems into the ticketing system. Advise users of status updates related to individual trouble tickets, system outages, and other network related conditions.
• Deploy, configure, and troubleshoot laptops, desktops, docking stations, monitors, and peripherals
• Create and maintain computer images for Windows and Mac OS systems using Intune/Endpoint Manager
• Execute laptop refresh cycles and manage hardware inventory
• Prepare, image, and ship hardware to remote employees
• Troubleshoot a variety of hardware, software, and network issues for Windows and Mac OS to identify and resolve end-user issues, including desktops, laptops, printers (local and network), other peripherals, and mobile platforms (iOS, Android)
• Install and configure software packages and hardware solutions on desktops and laptops using company standard procedures to ensure end-user productivity and efficiency
• Provide internal audio/video support including conference room setup and troubleshooting
• Support large format printers including toner replacement, clearing document jams, troubleshooting print errors, and printer calibration
• Administer badge access through the Cousins Properties portal
• Assist with desk moves and office reconfigurations
• Manage loaner equipment pool including testing, distribution, collection of returns, and maintaining equipment library
• Communicate to IT management when individual user issues may be indicative of a larger critical problem (server down, network outage, etc.)
• Train end-users on the standard use of company equipment and best practices to ensure protection of network hardware and software
• Work with vendors to troubleshoot and resolve issues related to their products and services
• Follow strict privacy guidelines when handling sensitive and confidential data while providing support to end-users
• May participate in after-hours maintenance for special projects
• Other duties and responsibilities as assigned

QUALIFICATIONS & EXPERIENCE

• 2+ years experience in hardware and software installation, troubleshooting, and resolving technical problems with desktop computers, laptops, printers (local and network), and other peripherals in a Windows and Mac environment
• Extensive customer service interaction in person, by phone, and by email, with the ability to communicate technical problems and instructions to end-users in terms that are easy to understand
• Proactive problem-solving and willingness to take ownership in analyzing solutions, proposing resolutions, and ensuring implementation
• Strong written and oral communication skills
• Effectively collaborate with team members to identify, plan, and deploy technical solutions
• Ability to work through complicated tasks while paying attention to detail
• Ability to multitask and work under deadlines to complete support requests and projects

EDUCATION & SKILLS

• Technical degree or equivalent work experience
• Knowledge of commonly used concepts and procedures for installing, maintaining, and troubleshooting technology hardware and software
• Proficiency in Windows and Apple operating systems
• Working knowledge of Microsoft Active Directory / Entra ID for creating and modifying user accounts
• Experience with Microsoft 365 administration (mailboxes, licensing, Teams)
• Familiarity with endpoint management tools (Intune, SCCM, or similar)
• Audio/video experience through employment and/or personal activities

CERTIFICATES, LICENSES, REGISTRATIONS

Not required, but a plus:

• CompTIA A+
• Network+
• Microsoft Certified: Modern Desktop Administrator
• ITIL Foundation

COMPUTER/TECHNICAL SKILLS

Must be proficient in all areas of:

• Installing, upgrading, and maintaining hardware and software in Windows and Apple operating system environments
• Microsoft 365 applications (Outlook, Teams, Excel, Word, SharePoint)
• Configuring user desktop and laptop computers
• Troubleshooting to diagnose and resolve hardware and software problems
• Device imaging and enrollment (Intune/Endpoint Manager)
• Installation and troubleshooting of printers and scanners ranging from personal to large format
• Network connectivity configuration and support for TCP/IP, VPN clients, LAN/WAN, and Wi-Fi
• Mobile device support (iOS, Android)

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is regularly required to talk or hear.
• The team member frequently is required to sit; have flexible use of hands; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The team member is occasionally required to stand, walk, and taste or smell.
• The team member must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 25-50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

• General office environment. Occasional after-hours maintenance for special projects.

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