IT Support Specialist

Communication Service for the Deaf (CSD); Austin (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

Communication Service for the Deaf (CSD) is seeking an IT Support Specialist to maintain our IT infrastructure, resolve incidents, and support a diverse user base. You will diagnose and fix software, OS, hardware, and network issues while documenting processes.

Responsibilities include servicing Microsoft 365, configuring devices for new hires, and upholding security and change-management practices. ASL proficiency is preferred.

Qualifications

• Associate's degree in CS/IT or equivalent experience.
• 2+ years hands-on technical support experience.
• Experience with ITSM tools such as FreshService, ServiceNow, or Jira Service Management.
• ASL proficiency preferred.

Responsibilities

• Respond promptly to support tickets, messages, and emails per SLA.
• Troubleshoot software, OS, hardware, peripherals, and network issues.
• Support Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint, Entra ID, Intune).
• Maintain and update IT documentation and processes.
• Configure desktops, laptops, and mobile devices for new hires and existing employees.
• Adhere to security policies, data protection standards, and change management.
• Monitor IT security alerts and escalate suspected incidents.
• Manage user identities, access rights, and authentication systems.
• Escalate complex incidents to senior admins and participate in IT projects.
• Perform other duties as assigned.

Skills

Problem solving

Time management

Multitasking

Teamwork

Remote tools

Education

Associate degree / equivalent

ITSM certifications (A+/Net+)

2+ years IT support

ITSM tools familiarity

ASL proficiency (preferred)

Tools

FreshService

ServiceNow

Jira Service Management

Job description

Description

The IT Support Specialist is responsible for day-to-day technical support and maintenance of our IT infrastructure. This role includes incident resolution, user support, documentation upkeep, and collaboration on cross-functional IT projects.

• Respond promptly to incoming support tickets, messages, and emails, and diagnose and resolve issues in accordance with SLA targets.
• Troubleshoot and resolve software, operating system, hardware, peripheral, and network issues.
• Support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, Entra ID, and Intune.
• Maintain and update documentation for IT processes, system configurations, and support procedures.
• Set up, configure, and image desktops, laptops, and mobile devices for new hires and existing employees.
• Adhere to security policies, data protection standards, and change management procedures.
• Monitor and investigate IT security alerts, document findings and escalate suspected security incidents.
• Identify and remediate system vulnerabilities; manage user identities, access rights, and authentication systems.
• Escalate complex incidents to senior administrators and participate in IT projects as needed.
• Perform other duties as assigned.

Description

The IT Support Specialist is responsible for day-to-day technical support and maintenance of our IT infrastructure. This role includes incident resolution, user support, documentation upkeep, and collaboration on cross-functional IT projects.

• Respond promptly to incoming support tickets, messages, and emails, and diagnose and resolve issues in accordance with SLA targets.
• Troubleshoot and resolve software, operating system, hardware, peripheral, and network issues.
• Support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, Entra ID, and Intune.
• Maintain and update documentation for IT processes, system configurations, and support procedures.
• Handle user lifecycle management tasks (provisioning, deprovisioning, permissions changes, etc.).
• Set up, configure, and image desktops, laptops, and mobile devices for new hires and existing employees.
• Adhere to security policies, data protection standards, and change management procedures.
• Monitor and investigate IT security alerts, document findings and elevate suspected security incidents.
• Identify and remediate system vulnerabilities; manage user identities, access rights, and authentication systems.
• Escalate complex incidents to senior administrators and participate in IT projects as needed.
• Perform other duties as assigned.

Requirements

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Strong problem-solving and analytical skills.
• Excellent time-management skills; able to meet promised response and resolution times.
• Ability to multitask and prioritize multiple tickets simultaneously.
• Team-oriented with the ability to work independently when required.
• Comfort with remote collaboration tools (video conferencing, instant messaging, etc.).

Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. (Required)
• CompTIA A+, Network+, or equivalent entry-level certification. (Preferred)
• Minimum of two years of hands-on technical support experience. (Required)
• Experience with ITSM tools such as FreshService, ServiceNow, or Jira Service Management. (Required)
• American Sign Language (ASL) proficiency. (Preferred)