Hybrid IT Support Tech (Mac/Windows) Tier 1/2

The HT Group; Austin (TX); Hybrid; USD 52,000 - 72,000; Full time

Job summary

The HT Group is seeking an IT Support – Tier 1/2 in Austin, TX. This hybrid role combines four days onsite with one remote day, supporting roughly 1,100 users across office, warehouse, and international locations.

You will troubleshoot Windows and Mac environments, image and deploy laptops, and handle onboarding/offboarding and ticketing via Zendesk. Prioritize excellent customer service and documentation in a fast-paced global setting.

Qualifications

• 2+ years in a Tier 1/2 help desk or service desk role.
• Experience troubleshooting macOS in a business environment.
• Experience troubleshooting Windows laptops, apps, accounts, printers, and peripherals.
• Hands-on imaging, configuring, and deploying laptops.
• Experience onboarding, offboarding, and device provisioning.
• Familiarity with Zendesk, ServiceNow, Jira Service Management, or similar.

Responsibilities

• Provide Tier 1/2 support via Zendesk, phone, email, remote tools, and in-person.
• Troubleshoot hardware, software, account access, connectivity, and peripherals.
• Handle 30–40 tickets per day with clear, timely communication.
• Image, configure, and deploy Windows and Mac laptops.
• Onboard and offboard employees; provisioning and access changes.
• Document troubleshooting steps and recurring issues in Zendesk.
• Escalate complex issues to sysadmin or network teams.
• Assist with hardware inventory, procurement, and lifecycle management.
• Support users across office, warehouse, and international locations.]
• Identify recurring issues and suggest improvements to docs and processes.

Skills

Customer service

Communication

Documentation

Time management

Walk-up support

Tools

Zendesk

ServiceNow

Jira Service Management

Active Directory

Job description

The HT Group is seeking an IT Support – Tier 1/2 in Austin, TX. This hybrid role combines four days onsite with one remote day, supporting roughly 1,100 users across office, warehouse, and international locations.

You will troubleshoot Windows and Mac environments, image and deploy laptops, and handle onboarding/offboarding and ticketing via Zendesk. Prioritize excellent customer service and documentation in a fast-paced global setting.