IT Support Associate

Job Description

Role: IT Support Associate (Level 1)

Reports To: IT Manager

Location: Atlanta

Workplace Type: We ask all employees to work a hybrid schedule, with a minimum 2x/week in their local office. We welcome employees to utilize office space more than that where possible.

The Role

As the IT Support Associate (Level 1), you will be the front door and human face of our global IT Operations and Security team. This role is designed to own day-to-day user support end-to-end (triage, device provisioning, access management, and routine troubleshooting) ensuring our team receives fast, empathetic, and reliable help.

Whether you are early in your IT career (1 - 3 years) or a tech-obsessed self-starter looking for your first professional break, what matters most to us is your technical curiosity, problem-solving mindset, and willingness to learn. You don't need to know every tool in our stack on day one; we will train you on our systems and help build your foundation.

This role serves as a launchpad for your career in technology, with clear opportunities to grow toward either Systems Administration / IT Operations or Cybersecurity & Security Operations (SOC) as you demonstrate mastery of the core responsibilities.

Key Responsibilities

First-Line Support & Daily Operations

• Own the Queue: Act as the primary contact for incoming IT requests via our ticketing system (Freshservice) and internal communication channels (Slack).
• Cross-Platform Support: Troubleshoot day-to-day hardware, software, and OS issues for both macOS and Windows workstations.
• Empathetic Communication: Translate technical solutions into simple, clear instructions for non-technical colleagues.

Device & User Lifecycle Management

• Joiners, Movers & Leavers: Manage the technical onboarding and offboarding lifecycle via Rippling (Identity/HR) and core SaaS applications.
• Hardware Operations: Prep, enroll, setup, ship, and wipe devices (macOS and Windows) using Mobile Device Management (MDM) platforms.
• Asset Tracking: Keep hardware inventory and license assignments accurate as assets move through their lifecycle.

Identity, Access & SaaS Management

• Provision, modify, and audit user accounts across core tools, including Google Workspace, 1Password, RPass, and Zoom.
• Follow security-first practices for access management and password hygiene.

Basic Networking & L1 Security Operations

• Client Networking: Troubleshoot client-side network connectivity issues, including Wi-Fi, DNS, local IP routing, and remote access/VPN tools.
• L1 Security Hygiene: Perform initial triage on basic security alerts (EDR / web security), assist with phishing simulation follow-ups, ensure endpoint encryption/patch compliance, and escalate suspicious activity promptly to the security team.

Documentation & Knowledge Base

• Maintain clear runbooks and user-facing documentation to enable self-service where appropriate.

Key Requirements

Essential

• Technical Aptitude & Curiosity: A strong foundational understanding of how computers, operating systems, and basic networks work, whether gained through early work experience, formal study, or hands-on homelabbing.
• Self-Starter Mindset: Proactive, methodical, and detail-oriented. You take ownership of a problem until it's solved, follow runbooks consistently, and know when to ask questions rather than guess.
• Communication Skills: Clear, patient, and empathetic verbal and written communication.
• OS Familiarity: Basic comfort with both macOS and Windows environments.

Preferred (Nice to Have / We Will Train You)

• Experience or familiarity with any of the tools in our core stack:
• • MDMs: Workspace ONE, Jamf
  • Identity & Directory: Rippling, Google Workspace Administration
  • Endpoint Security / Networking: CrowdStrike, Zscaler
  • Ticketing & Collaboration: Freshservice, Slack
• Understanding of basic networking concepts (IP addresses, Subnets, DNS, DHCP, Wi-Fi standard troubleshooting).
• An interest in IT Security principles or scripting languages (e.g., Bash, PowerShell, Zsh).

Career Progression & Growth

We view this position as a launchpad rather than a static role. Once you have reliably mastered front-line ticket ownership and core operations, you will have the opportunity to pick up hands-on project work and specialize in one of two distinct growth pathways:

Path A: Systems Administration & IT Operations

Path B: Cybersecurity & SOC Operations

• Deepening MDM management and policy creation
• Automated deployment pipelines and scripting
• SaaS architecture and IDP workflow automation
• Global IT infrastructure management

• Threat hunting and initial alert triage
• EDR detection tuning and rule creation
• Vulnerability management and patch enforcement
• Security compliance alignment (NIST / ISO 27001)

Why World 50 Group?

The World 50 Group Way is our unified cultural framework that defines who we are and how we operate, shaped by insights and input from our associates. It brings together our mission, purpose, values, and DNA to foster a culture of community, collaboration, learning, and lasting impact.

Our DNA - How we show up

• Member Obsessed: Building real connections and helping our members win is what drives us.
• Entrepreneurial: We see challenges as chances to get creative and make things happen.
• Collaborators: We’re stronger together: we share ideas, support each other, and create amazing experiences as one team.
• Learners: We stay curious, keep growing, and never stop learning.
• Humble: We aim high but leave our egos at the door - it’s about progress, not perfection.
• Community: We celebrate wins, hold each other accountable, and have plenty of laughs along the way.

As a purpose driven company, we’re dedicated to building a workplace where people from different backgrounds can do their best work. Our company value One & All, demonstrates our commitment to creating a place where every individual feels seen, supported, and free to bring their whole selves to work. When people feel genuinely valued and included, they’re more engaged and effective. That’s why we focus on cultivating an environment that celebrates difference, empowers connection, and accelerates the success of our members and their organisations.