IT Support Specialist

Alert Media, Inc.; Austin (TX); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive base salary

Bonus program

Health benefits

401K with match

Career development

Job summary

AlertMedia in Austin, TX is seeking an IT Support Specialist to provide first-level end-user support, diagnose hardware and software issues on Windows 10/11 and Mac OS, and assist with onboarding.

This full-time, in-office role requires strong communication, the ability to manage multiple tickets, and willingness to after-hours on-call. Join a fast-paced team focused on resilient technology and employee experience.

Qualifications

• 1 to 3 years of experience in a technology support role.
• Excellent troubleshooting skills.
• Experience with Windows 10/11 and Mac OS required.
• Experience with Jira and Azure a plus.

Responsibilities

• Provide first level support of end users' technology-related issues in a prompt, courteous manner.
• Respond to calls, tickets, and Slack messages regarding computer or equipment problems and software issues.
• Guide users through problem solving with clear communication.
• Train and educate users on basic software and hardware functionality.
• Prioritize and manage multiple tickets through the ticketing system.

Skills

Windows 10/11

Mac OS

TCP/IP networking

Office 365

Customer service

Communication skills

Problem solving

Tools

Jira

Azure

Job description

Do work that matters.

Do work that matters.
At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.

Our core values drive us in our important mission of keeping people safe & informed:

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays of

The IT Support Specialist at AlertMedia will work with other IT staff to provide our employees with fast and friendly support with all their technology needs. This includes diagnosing, repairing, maintaining and upgrading Windows & Mac computers, servers, phones and critical software applications as necessary to ensure smooth operation.

Who you are:

You are a highly motivated, organized team player who is passionate about technology, customer service, and operational follow-through. You bring exceptional attention to detail, quickly get to the “why” behind every request or issue, and proactively keep work moving through clear action and timely communication. You are a self-starter who enjoys a challenge, thrives in a fast-paced environment, and takes pride in providing efficient, thoughtful support to fellow employees. You love figuring out how computers work, learning new things, following the latest OS updates, and have a healthy respect for patch management.

What you get to do every day:

• Provide first level support of end users technology related issues in a prompt, courteous manner
• Respond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issues
• Guide users through problem solving processes using clear communication.
• Train and educate users on basic software and hardware functionality
• Prioritize and manage multiple tickets at a time through the ticketing system
• Install and configure laptops and peripheral equipment according to standards and guidelines
• Remotely assist with onboarding new users globally
• Assist with password resets, multifactor resets and other account-related tasks
• Provide support for printers, including installation, configuration, and resolving printing issues
• Help maintain accurate inventory records of all technology equipment
• Maintain hardware and software compliance by helping to ensure all hardware and software is kept up to date
• Help maintain VOIP phone systems and softphone applications
• Resolve connectivity issues with VPN and WiFi
• Document technical procedures, solutions, and best practices for future reference
• Escalate complex issues to higher-level IT staff or vendors as needed
• Contribute to AlertMedia’s culture, values and vision for the future

What you bring to the role:

• 1 to 3 years of experience in a technology support role
• Excellent troubleshooting skills
• Experience with Windows 10/11 and Mac OS required
• Experience with Microsoft Entra and Exchange preferred
• Basic understanding of TCP/IP protocol and basic network troubleshooting skills
• Experience with Jira, & Azure a plus
• Working knowledge of Microsoft Office application suite
• Tons of energy, humor, compassion, and enthusiasm
• Patience, empathy, and kindness while working with frustrated users
• The ability and desire to work in a fast-paced challenging environment
• Outstanding communication skills and ability to effectively work cross-functionally
• Proven ability to coordinate access requests across multiple departments, internal IT partners, and dependent teams while maintaining accuracy, urgency, and clear communication
• This position is full time, in-office Monday through Friday but may require occasional after-hours or on-call support
• Must be able to lift and move IT equipment as needed

Location:

Austin, TX. This is an in-office position 5 days a week in our beautiful downtown Austin, Texas headquarters

Sponsorship:

AlertMedia does not sponsor candidates. Must have legal authorization to work in the US without sponsorship now and in the future

Why you’ll love working at AlertMedia:

• Competitive base salary + Company-wide bonus program
• Generous and flexible time and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!
• 401K with a generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
• Ongoing career development opportunities with our Learning and Development team

About AlertMedia:

We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition. We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.