Desktop Support Technician

Aura; San Antonio (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Aura is seeking a Desktop Support Technician to join their San Antonio team. This role involves providing Tier 2 support, managing assets, and ensuring effective communication with users. Ideal candidates will have over 3 years of experience and strong problem-solving skills. Aura offers competitive pay and a collaborative work environment focused on developing technical and interpersonal skills.

Benefits

Competitive pay

Benefits and retirement plans

Parental leave

Qualifications

• 3+ years of relevant experience in desktop support.
• Strong understanding of end user systems.
• Ability to communicate with technical and non-technical audiences.

Responsibilities

• Respond to user inquiries via ticketing system, phone, email, or in person.
• Diagnose and resolve technical issues requiring product or system knowledge.
• Maintain accurate inventory and develop asset management policies.

Skills

Communication

Troubleshooting

Problem-solving

Analytical skills

Interpersonal skills

Job description

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Aura is on a mission to create a safer internet. Our digital safety products help millions protect against digital threats. Our team of over 400 worldwide is led by experienced leaders who have grown startups into multi-billion dollar organizations.

Come build with us!

Location: San Antonio, TX (Onsite)

About The Role

Note: This is not a hybrid position. You will work onsite at our San Antonio office during standard business hours.

Responsibilities

This role reports to the Service Manager, Workplace & Identity, and involves responsibilities across three areas:

• Tier 2 Desktop Support
• Asset Management

This position requires a strong understanding of End User systems, Asset Management, and effective communication with both technical and non-technical stakeholders, including senior leadership. Occasional on-call hours may be required.

This role offers opportunities to develop technical, analytical, and interpersonal skills within a collaborative environment.

Day-to-Day Tasks

• Respond to user inquiries via ticketing system, phone, email, or in person.
• Diagnose and resolve technical issues requiring product or system knowledge.
• Set up and deploy new computers and workstations following organizational standards.
• Support audio/visual and conferencing technologies.
• Assist with onboarding and offboarding of employees.
• Identify root causes of issues and suggest improvements for system reliability.
• Collaborate with teams to resolve complex problems.
• Communicate effectively with customers, providing clear updates, especially in high-pressure situations.
• Asset Management: Maintain accurate inventory, develop policies, generate reports, and analyze data for improvements.

Qualifications

• 3+ years of relevant experience.
• Excellent communication and troubleshooting skills.
• Deep understanding of end user systems.
• Strong problem-solving, analytical, technical, and interpersonal skills.
• Commitment to data accuracy and clear presentation of technical data.
• Ability to communicate with both technical and non-technical audiences.

Preferred Skills

• Experience presenting to Senior Leadership.

Aura offers competitive pay, benefits, retirement plans, parental leave, and more. The pay range is $35.00 to $43.00 per hour.

We are an equal opportunity employer committed to diversity and inclusion. We provide accessible application processes and workplace accommodations for candidates with disabilities.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development

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