IT Service Desk Pro: Remote & Onsite Support

Secure Identity, LLC.; Austin, Northern (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off 15 days

10 holidays

Medical, dental, vision insurance

401k with company match

Internet stipend $40/month

Backup childcare

Onsite support at airports

Professional development

CLEAR membership

Job summary

CLEAR is hiring a growth-minded IT professional to support internal employees and external partners. The role focuses on remote troubleshooting, hardware and network support, and software configuration across tools like Meraki, Jira/Confluence, Okta, and Azure AD.

The ideal candidate has 2+ years in a customer-service tech environment, strong communication skills, and is capable of handling on-site airport support quarterly. PerSec clearance is required. Busier shifts and 24/7 operations apply.

Qualifications

• 2+ years of experience in a customer-service focused technical environment.
• Federal PerSec screening and clearance attainment is a requirement.
• Strong communicator with ability to interact with both technical and non-technical end-users.
• Technical knowledge of network infrastructure setup, maintenance, and troubleshooting (Cisco/Meraki preferred).
• Experience working with ITSM tools and managing tickets, documentation, and SLAs.

Responsibilities

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support including firmware upgrades and remote configuration.
• Network monitoring and troubleshooting across ISP, routers, switches, APs, and cellular devices.
• Assist users with software configuration, remote installations, and deployment verification.
• Escalate issues to third‑party vendors and coordinate on‑site visits.
• Manage access requests across systems, ensuring compliance with rules and regulations.
• Respond to tickets and calls in a round‑robin queue, meeting SLAs.
• Utilize runbooks and propose updates or new ones when needed.
• Coordinate with teammates to address critical incidents and communicate with users.
• Provide onsite support for local airport operations at least quarterly.

Skills

Customer service

Networking basics

Mac + Windows

Remote troubleshooting

ITSM tools

Tools

PDQ

Virtual Machines

Azure AD

Meraki

Peplink

Okta

Slack

Jira/Confluence

Dialpad

Job description

CLEAR is hiring a growth-minded IT professional to support internal employees and external partners. The role focuses on remote troubleshooting, hardware and network support, and software configuration across tools like Meraki, Jira/Confluence, Okta, and Azure AD.

The ideal candidate has 2+ years in a customer-service tech environment, strong communication skills, and is capable of handling on-site airport support quarterly. PerSec clearance is required. Busier shifts and 24/7 operations apply.