24/7 IT Support Specialist — Service Desk

CLEAR - Corporate; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

15 days PTO

10 holidays

Medical/Dental/Vision

Care.com program

Parental/military leave

401k with match

Training & development

Free CLEAR memberships

Internet stipend

Job summary

CLEAR is building the secure identity company of the future. We seek a growth-minded IT professional to support internal employees and external partners, delivering remote and onsite IT services with a focus on security and reliability.

You will troubleshoot devices, support network infrastructure, configure software, and coordinate with vendors and teams to resolve incidents while meeting SLAs. A 24/7/365 operation informs flexible shifts and strong teamwork.

Qualifications

• Federal Personnel Security clearance is required.
• 2+ years of experience in a customer service‑focused technical environment.
• Strong customer service orientation with solution‑driven mindset.
• Excellent communication with technical and non‑technical users.
• Highly organized in a fast‑paced environment with competing priorities.
• Technical knowledge of network infrastructure setup and troubleshooting.
• Experience with ITSM tools and ticket management.
• Willingness to work varying shifts; 24/7/365 operation.

Responsibilities

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support: verification, addressing failures, firmware upgrades, remote configuration.
• Network support: monitor and troubleshoot routers, switches, access points, cellular devices.
• Assist users with software configuration and remote installations.
• Utilize tools like Jira/Confluence, Slack, Zoom/Chat for issue tracking.
• Escalate issues to third‑party vendors and coordinate on‑site visits.
• Manage access requests across systems, ensuring compliance.
• Respond to tickets and phone support with SLA adherence.
• Expand runbooks or create new ones as needed.
• Coordinate with colleagues to address high‑impact incidents and inform users.

Skills

Customer support

Communication

Remote troubleshooting

Self-starter

Mac/Windows

Shift work

Hardware knowledge

Network basics

Tools

PDQ

Virtual Machines

Azure AD

Meraki

Peplink

Okta

Slack

Jira/Confluence

Dialpad

Job description

CLEAR is building the secure identity company of the future. We seek a growth-minded IT professional to support internal employees and external partners, delivering remote and onsite IT services with a focus on security and reliability.

You will troubleshoot devices, support network infrastructure, configure software, and coordinate with vendors and teams to resolve incidents while meeting SLAs. A 24/7/365 operation informs flexible shifts and strong teamwork.