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).
