IT Support Engineer — Helpdesk & Endpoint Security

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

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