Who We Are
Neighborly Software is a dynamic and rapidly growing software company dedicated to innovation and excellence. Neighborly Software was built to help communities make a difference in the lives of low-income families and vulnerable populations. Our mission is simple: “Helping Communities, Help People.” We live this every day through our Neighbors and by volunteering to serve in our local communities. Headquartered in Atlanta, GA, we offer a cloud-based technology platform for the administration and disbursement of government funds for programs such as Housing, Economic, Community Development, Disaster Recovery/MIT, Home Energy Rebate Programs, and Housing Choice Voucher programs. Since 2016 we have delivered software solutions to 540+ public and private sector entities across the country, making us the proud market leaders of our industry. We were recently voted as one of the "Best And Brightest Companies to work for". Our office is located in the amazing Atlanta Tech Village.
Our team consists of creative, motivated, and talented individuals passionate about solving complex problems and delivering innovative solutions. We value versatility, leadership, and a commitment to excellence in all aspects of our work.
Join us in building and optimizing the cloud infrastructure that powers our SaaS products and supports our growing customer base!
Who We Are Looking For
Position: Desktop Support Technician
We are seeking a customer-focused Helpdesk Support Technician to serve as the primary point of contact for technical assistance within our organization. In this role, you will provide comprehensive first and second-level support to end users, managing everything from day-to-day troubleshooting to account provisioning in our Microsoft cloud environment. The ideal candidate combines strong technical expertise with exceptional communication skills, thrives in a fast-paced environment, and is passionate about delivering outstanding customer service. You will play a critical role in maintaining business operations by ensuring our users have the technological support needed to work efficiently and securely.
What You Will Be Doing
Key Responsibilities:
- Serve as a primary contact for internal Help Desk support, ensuring timely and customer-focused responses that meet SLA requirements.
- Provide Level 1 and Level 2 technical support via phone, email, chat, and ticketing systems.
- Manage and support Microsoft O365 environment (Exchange, SharePoint, Teams, OneDrive)
- Onboarding/Offboarding of users, including account provisioning in Active Directory/Azure AD.
- Configure and image workstations for new users using standardized deployment tools and Endpoint Management solutions (ex. Intune, ManageEngine, Autopilot, etc.)
- Resolve desktop hardware and software issues for Windows 11 environments (25H2).
- Perform password resets, account unlocks, and permissions management
- Monitor and respond to security incidents; escalate as needed.
- Maintain IT asset inventory and track equipment lifecycle.
- Create and maintain technical documentation of processes, procedures, and troubleshooting guides.
- Provide end-user training on software applications and maintain IT Policies.
- Participate in IT projects and infrastructure upgrades as assigned.
- Support SOC 2 audit readiness activities, including evidence collection, documentation, and control set reviews.
- Assist in the onboarding and the offboarding of employees.
Who You Are and What You Bring to The Table
Qualifications:
- 1-2 years of end-user support experience in a Microsoft cloud environment
- Excellent customer service attitude and skills with proven ability to remain calm under pressure
- Strong analytical and problem-solving skills with attention to detail.
- Excellent written and verbal communication skills; ability to explain technical concepts
- Hands-on experience with Windows 11, Active Directory, and Azure AD.
- Proficiency with ticketing systems and ITIL best practices.
- Working knowledge of cloud computing concepts
- Ability to prioritize multiple tasks and manage time effectively in a fast-paced environment
- Basic understanding of cybersecurity principles and best practices
- Team-oriented mindset with willingness to collaborate across multiple departments.
- Experience with SOC 2, NIST, or similar compliance frameworks.
Preferred Qualifications:
- Microsoft Certifications a plus
- Experience with Atlassian Service Desk or similar ticketing platforms
- Hands-on experience with Microsoft O365 Admin Center
- Experience with Endpoint Management solutions and Device Management.
- Imaging, encryption, and security setup of company-managed devices.
- Experience in a regulated industry (Government, Finance, Sales, etc.)
Neighborly Software is an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Neighborly Software maintains a drug-free workplace.
