IT Support Specialist

The HT Group; Austin (TX); Presencial; USD 41 000 - 55 000; Tempo integral

Resumo da oferta

The HT Group in Downtown Austin is seeking an IT Support Specialist to provide hands-on support in a predominantly Mac environment, onsite. You will assist with hardware, software, connectivity, and conference-room tech, collaborating with IT colleagues across the globe.

The role covers Tier 1–2 support for macOS and Windows devices, onboarding/offboarding, device provisioning, and documenting incidents in our ITSM system.

Qualificações

• Two+ years in corporate IT support or help desk roles.
• Hands-on onsite support with limited supervision.
• Experience supporting macOS and Windows devices.

Responsabilidades

• Provide Tier 1–2 support for macOS and Windows laptops, applications, peripherals, and basic network connectivity.
• Deliver in-person assistance through walk-up support and tickets.
• Support conference room technology, including Zoom Rooms and AV equipment.
• Troubleshoot Google Workspace, Slack, Zoom, Okta, and other business apps.
• Investigate remote access and VPN issues, including Zscaler.
• Assist with onboarding/offboarding, provisioning laptops, and endpoint setup.
• Use device management tools to configure and troubleshoot endpoints.
• Maintain incidents in ITSM with documentation and SLAs.
• Escalate complex issues to senior teams as needed.
• Collaborate with security teams on patches and compliance.
• Maintain accurate hardware inventories and coordinate repairs.

Conhecimentos

Onsite support

macOS troubleshooting

Windows support

Google Workspace

Communication

Issue escalation

Ferramentas

Jamf Pro

Microsoft Intune

Okta

Zoom

Zscaler

Zoom Rooms

Descrição da oferta de emprego

IT Support Specialist

Location: Downtown Austin, TX — Fully Onsite
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Employment Type: Contract with potential conversion to full-time after approximately six months

About the Opportunity

Our client is seeking an experienced IT Support Specialist to provide hands‑on technical support in a primarily Mac environment. This role supports employees with hardware, applications, connectivity, and conference room technology while collaborating with IT colleagues across global locations. The ideal candidate brings strong onsite support experience, a customer‑focused approach, and the ability to independently investigate and resolve technical issues. This opportunity offers exposure to a modern technology environment and AI tools.

Key Responsibilities

• Provide Tier 1–2 support for macOS and Windows laptops, applications, peripherals, and basic network connectivity.
• Deliver responsive, in‑person assistance through walk‑up support and assigned tickets.
• Support conference room technology, including Zoom Rooms, audiovisual equipment, and meeting connectivity.
• Troubleshoot Google Workspace, Slack, Zoom, Okta, and other business applications.
• Investigate remote access and VPN connectivity issues, including those involving Zscaler.
• Support employee onboarding and offboarding, including laptop provisioning, endpoint configuration, and access setup or removal.
• Use device management tools to configure, maintain, and troubleshoot employee endpoints.
• Manage incidents and service requests in an IT service management platform, maintaining clear documentation and meeting service‑level expectations.
• Investigate available troubleshooting options before escalating complex issues to senior support teams.
• Partner with infrastructure and security teams on updates, patches, and endpoint compliance.
• Maintain accurate hardware inventory records and coordinate repairs, replacements, and equipment refreshes.
• Create and update knowledge base articles and support procedures.

Required Qualifications

• At least two years of corporate IT support, help desk, desktop support, or end‑user services experience.
• Proven experience providing hands‑on, onsite employee support with limited supervision.
• Strong macOS troubleshooting skills and proficiency supporting Windows devices.
• Experience supporting Google Workspace, Okta, Slack, and Zoom.
• Hands‑on experience supporting conference room and audiovisual technology.
• Experience with remote device management and endpoint management platforms such as Jamf Pro or Microsoft Intune.
• Familiarity with identity and access management, including account provisioning and access troubleshooting.
• Strong analytical skills and a methodical approach to resolving hardware, software, and connectivity

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