IT Helpdesk AnalystRole has been filled by a talented individual

Location: Atlanta, GA

The Position

IT Helpdesk Analyst is responsible for ensuring support for all employees IT needs based on a predefined set of technologies and processes. The IT Helpdesk Specialist will primarily be responsible for responding to, resolving or escalating end-user support issues. A strong customer service mindset is the key to succeeding in this role. This position will be the first point of contact for end-users to report any and all technical issues too.

What You'll Do 

  • Work closely with IT Support Lead to implement an organizational-wide technology strategy
  • Maintain and update the organization’s ticketing system
  • Update and maintain detailed and complete IT Support documentation
  • Ensure an accurate inventory of user hardware and software
  • Capability to follow instructions and take ownership of job responsibilities
  • Ability to balance and prioritize multiple user issues and remain calm under pressure
  • Participate in the implementation and ongoing support for organization-wide IT projects especially those involving end-user support and enhancements


  • Two or more years of relevant experience working in a SaaS organization
  • Demonstrated experience solving reported end-user issues directly
  • Ability to provide instruction to users clearly and efficiently
  • Excellent communication, writing, and follow-up skills
  • Strong critical-thinking, analytical and problem-solving skills
  • Comfortable working with IT support tools
  • Excellent time management and multitasking skills

Desired Skills and Experience

  • 2+ years of user device management experience (Windows and Apple)
  • 2+ years of experience in administering and improving IT Ticketing systems and processes
  • 2+ years of experience deploying and administering MDM solutions and device management solution
  • Understanding of security practices including physical, logical, internet, and wireless security
  • Strong understanding of user authentication, permissions, and encryption

Additional Perks

  • 100% medical coverage for employees
  • Competitive HSA with company matching
  • Generous dental and vision plans
  • 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 and office parking expenses covered
  • Employee charitable donation company match, up to $500 annually
  • Regular company outings and events *yes, even during COVID, except virtually
  • Remote work from home options with $500 office stipend to set up your home office
  • Designated bike storage

Learn more: 

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).