IT Helpdesk Administrator

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

Job summary

SwapSwap is seeking an experienced IT Support professional in Austin to act as the first point of contact for technical issues across Windows, macOS, and mobile devices. You will diagnose problems, manage user accounts, and support productivity tools like Google Workspace and Slack while maintaining strong security practice.

Ideal candidates have 3–4 years in IT support, proficiency with JumpCloud and Zendesk/Linear, and hands-on experience with security tooling including MFA and VPN

Qualifications

• 3–4 years of experience in IT support, helpdesk, or systems administration roles.
• Strong understanding of Windows 10/11, macOS, and basic networking (DNS, DHCP, Wi‑Fi).
• Experience with user management tools such as JumpCloud and Google Workspace.
• Familiarity with ticketing systems like Zendesk and Linear.
• Hands-on experience with security tools such as SentinelOne, MFA, and VPN configurations.
• Excellent problem-solving and customer-service skills with attention to detail.
• Ability to manage multiple priorities and communicate with technical and non-technical staff.

Responsibilities

• Serve as the first point of contact for IT support via email, chat, ticketing system, or phone.
• Diagnose and resolve technical issues related to Windows, macOS, and mobile devices.
• Support users across productivity platforms such as Google Workspace, Slack, and standard office applications.
• Troubleshoot hardware, printer, and peripheral connectivity issues.
• Manage user accounts, permissions, and security groups using JumpCloud and Google Workspace Admin Console.
• Assist in the setup, configuration, and maintenance of laptops, desktops, and other company devices.
• Escalate unresolved or complex incidents to senior engineers or relevant vendors.
• Maintain accurate ticket documentation in Zendesk and Linear.
• Ensure adherence to IT security policies and compliance standards.
• Support onboarding and offboarding processes, including device preparation and account provisioning.
• Contribute to improving IT processes, documentation, and internal knowledge base articles.

Skills

Customer service

Problem solving

Communication

Multitasking

Technical understanding

Education

Bachelor’s degree in Information Technology or related field

Tools

JumpCloud

Google Workspace

Zendesk

Linear

SentinelOne

MFA solutions

VPN configurations

Job description

About SwapSwap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

Key Responsibilities

• Serve as the first point of contact for IT support via email, chat, ticketing system, or phone.
• Diagnose and resolve technical issues related to Windows, macOS, and mobile devices.
• Support users across productivity platforms such as Google Workspace, Slack, and standard office applications.
• Troubleshoot hardware, printer, and peripheral connectivity issues.
• Manage user accounts, permissions, and security groups using JumpCloud and Google Workspace Admin Console.
• Assist in the setup, configuration, and maintenance of laptops, desktops, and other company devices.
• Escalate unresolved or complex incidents to senior engineers or relevant vendors.
• Maintain accurate ticket documentation in Zendesk and Linear.
• Ensure adherence to IT security policies and compliance standards.
• Support onboarding and offboarding processes, including device preparation and account provisioning.
• Contribute to improving IT processes, documentation, and internal knowledge base articles.

Skills & Experience Required

• Essential: 3–4 years of experience in IT support, helpdesk, or systems administration roles.
• Strong understanding of Windows 10/11, macOS, and networking fundamentals (DNS, DHCP, Wi-Fi troubleshooting).
• Experience with user management tools such as JumpCloud and Google Workspace.
• Familiarity with ticketing systems including Zendesk and Linear.
• Hands-on experience supporting security tools such as SentinelOne, MFA solutions, and VPN configurations.
• Excellent problem-solving and customer-service skills with strong attention to detail.
• Ability to manage multiple priorities and communicate effectively with both technical and non-technical staff.

Desirable

• Basic scripting or automation experience (PowerShell, Bash, or Python).
• Exposure to cloud and SaaS ecosystems (Google Cloud, AWS, or Azure).
• Knowledge of IT asset management and endpoint security best practices.
• Certifications such as CompTIA A+, ITIL Foundation, or Google IT Support Professional.

Personal Attributes

• Strong sense of responsibility and initiative.
• Excellent communication and interpersonal skills.
• Team-oriented but capable of working independently.
• Curious, adaptable, and proactive in continuous learning.

Education

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field (or equivalent practical experience).

Diversity & Equal Opportunities

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.