About the Role: The IT Support Analyst will join a highly customer service–oriented team responsible for the provisioning, installation/configuration, operation, and maintenance of workstation hardware, software, business applications, and audio/video (A/V) systems.

Responsibilities:

Deliver outstanding first-contact customer service and communicate effectively with end users.
Troubleshoot and resolve IT incidents and requests within established SLAs using a ticketing system, maintaining high levels of customer satisfaction.
Support Windows and macOS laptops, Android and iOS mobile devices, and provide general IT assistance for end users both onsite and remotely.
Assist with onboarding and setup for new employees, including workstation, account, and access configuration.
Provide hands-on and remote support for A/V systems, including conference room equipment, live event setups, and company-wide Zoom broadcasts.
Maintain and perform routine checks on conference room and collaboration technology to ensure reliability.
Administer and troubleshoot Microsoft 365, Teams, and Entra (Active Directory) accounts.
Support identity and access management processes; assist with Okta user provisioning and SSO configurations.
Collaborate with IT administrators to maintain Okta and Microsoft Entra user accounts; experience as an Okta Admin is a plus.
Provide support and configuration for mobile device management (MDM) tools; familiarity with Intune and Jamf is preferred.
Perform basic network and VPN troubleshooting to ensure connectivity for remote and onsite users.
Maintain accurate IT asset inventory and ensure timely updates of issued and returned equipment.
Ensure compliance with security policies, SOX requirements, and incident reporting standards.
Assist with and document recurring IT operational and security processes.
Contribute to continual improvement efforts within the IT Service Desk.

Qualifications:

Associate’s degree in a computer-related field or equivalent training required.
5–7 years of hands-on IT support experience in an enterprise or fast-paced environment.
Strong customer service, communication, and problem-solving skills.
Experience supporting both Windows and macOS environments.
Familiarity with Salesforce and Jira platforms is a plus.
Hands-on experience supporting Zoom and Microsoft Teams for A/V and event use.
Experience managing and supporting Okta, Microsoft Entra (Active Directory), and Microsoft 365.
Working knowledge of MDM tools (Intune, Jamf) and identity management systems.
Basic understanding of network fundamentals, VPN, and endpoint security awareness.
Ability to work independently, collaboratively, and cross-functionally to resolve complex issues.
Certifications such as MTA, MCSA, Network+, CCENT/CCNA are a plus.

Duration: 6 months with possibility for extension.

Location: Austin, TX (3 day hybrid).

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Information Technology Support Analyst