Advanced IT Support Engineer - Windows/macOS & 365 (Contract)

US Tech Solutions

Austin (TX)

On-site

USD 60,000 - 82,000

Full time

31 hours ago

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Job summary

US Tech Solutions in Austin, TX is seeking an experienced IT Support Specialist to provide advanced technical support to end users and resolve escalated incidents beyond Level 1 while upholding SLA commitments.

You will work with Windows 10/11, macOS, Microsoft 365, Active Directory, and enterprise collaboration tools, perform endpoint management, and coordinate with Level 3 teams and vendors to deliver VIP support when required.

Qualifications

2-4 years of IT support experience.
Experience with Windows 10/11 and macOS.
Hands-on with Active Directory and Microsoft 365.
Experience with ServiceNow and ITIL processes.
Endpoint management tools experience.

Responsibilities

Resolve escalated Level 1 incidents involving hardware, software, networking, applications, and end‑user devices.
Provide advanced troubleshooting for Windows 10/11 and macOS.
Manage Active Directory, Microsoft 365, Teams, Zoom, VPN, and related tools.
Manage endpoint devices using SCCM/MECM, Intune, JAMF.
Perform IMAC/D activities, including device installation, deployment, moves, upgrades, replacements, and disposal.
Manage incidents and service requests through ServiceNow while meeting SLA requirements.
Support conference room technologies, including Teams Rooms, Zoom Rooms, AV equipment, printers, and peripherals.
Document resolutions, maintain knowledge base articles, and identify recurring issues or automation opportunities.
Coordinate with Level 3 teams, infrastructure groups, and vendors for complex escalations.
Provide VIP and executive‑level support as needed.