Advanced Desktop Support Specialist

Intelliswift - An LTTS Company; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Job summary

Intelliswift - An LTTS Company is seeking an IT Support Analyst Level 2 to provide advanced technical support for end users in Austin, TX. You will handle escalated incidents, perform root-cause analysis, and implement solutions across hardware, software, and network environments to meet SLA targets.

The role requires experience with Windows/macOS, AD/Azure AD, M365, ITIL processes, and ServiceNow, along with endpoint management and collaboration tools.

Qualifications

• 2–4 years of IT support or helpdesk experience.
• Strong working knowledge of Windows 10/11 and macOS.
• Experience with AD, Azure AD, and M365 administration.
• Familiarity with ITIL framework and incident/problem/change management processes.
• Proficiency with ServiceNow for incident, request, and change management.
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools.
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.
• CompTIA A+, Network+ certifications or equivalent.
• Experience supporting VPN, network printing, and enterprise wireless environments.
• Familiarity with scripting (PowerShell, Bash) for task automation.
• Experience in a manufacturing, semiconductor, or enterprise corporate environment.

Responsibilities

• Receive and resolve escalated incidents from Level 1 support.
• Perform advanced troubleshooting of Windows and macOS platforms.
• Administer and support enterprise tools (AD, M365, Teams, Zoom, VPN, SCCM/Intune/JAMF).
• Execute IMAC/D activities for end-user computing equipment.
• Manage incident queues in ServiceNow with SLA adherence.
• Support conference room AV equipment and peripherals.
• Document resolutions and contribute to knowledge base.
• Coordinate with Level 3 teams and vendors for escalation.
• Participate in asset lifecycle management including imaging and deployment.
• Provide VIP/executive support when needed and identify automation opportunities.

Skills

Windows 10/11

macOS

Active Directory

Azure AD

Microsoft 365

ITIL

ServiceNow

Endpoint management

PowerShell

Bash

VIP support

Manufacturing environment

Education

CompTIA A+

CompTIA Network+

Tools

SCCM

Intune

JAMF

Teams

Zoom

VPN

Job description

Intelliswift - An LTTS Company is seeking an IT Support Analyst Level 2 to provide advanced technical support for end users in Austin, TX. You will handle escalated incidents, perform root-cause analysis, and implement solutions across hardware, software, and network environments to meet SLA targets.

The role requires experience with Windows/macOS, AD/Azure AD, M365, ITIL processes, and ServiceNow, along with endpoint management and collaboration tools.