IT Support Tech

Yochana; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Yochana IT Solutions Inc. in Austin, TX is seeking a skilled IT Desktop Support specialist to provide deskside and remote assistance for Windows and Apple devices, ensuring quick problem resolution and smooth operations.

You will troubleshoot Google Workspace (Gmail, GChat), imaging and deploying devices with Autopilot/Intune, and support onboarding with accounts and access control. The role requires strong customer service, ticket management in ServiceNow, asset tagging, weekly reporting, and

Qualifications

• 5–7 years of IT end-user support experience.
• Hands-on Office 365 troubleshooting and administration.
• Strong knowledge of Windows 10/11 and macOS.
• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
• Familiarity with networking fundamentals (TCP/IP, VPN, DNS).
• Experience with ticketing systems (ServiceNow).
• Certifications (MCP, CompTIA A+, ITIL) preferred.

Responsibilities

• Provide deskside and remote support for Windows and Apple laptops/desktops.
• Troubleshoot Google Workspace issues (Gmail, GChat).
• Image, deploy, and troubleshoot devices.
• Configure and troubleshoot end-user devices.
• Support mobile device setup (iOS/Android).
• Manage tickets in ServiceNow: classify, assign, track, close.
• Onboard new hires: accounts, devices, access.
• Maintain asset records and weekly reporting of hardware inflows/outflows.
• Coordinate with vendors for repairs/replacements.
• Ensure IT policies, security standards, and SLAs are followed.
• Participate in on-call rotation.

Skills

IT support

Customer service

Time management

Problem solving

Communication

Education

MCP

CompTIA A+

ITIL Foundation

Tools

Office 365

Intune

Windows Autopilot

ServiceNow

macOS

Job description

• Provide deskside and remote support for Windows and Apple laptops/desktops.
• Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).
• Perform device imaging, deployment, and post-deployment troubleshooting.
• Configure and troubleshoot end-user devices
• Support mobile device setup and troubleshooting (iOS/Android).
• Diagnose and resolve hardware and software conflicts.
• Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.
• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
• Ensure hardware assignments are accurate and recorded in the asset management system.
• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.
• Coordinate with vendors for repairs or replacements of malfunctioning equipment.
• Ensure support activities comply with IT policies, security standards, and SLAs.
• Participate in rotational on-call support (including nights/weekends).

Requirements

• 5–7 years of IT experience in desktop or end-user support.
• Hands-on experience with Office 365 troubleshooting and administration.
• Strong knowledge of Windows 10/11 and macOS platforms.
• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
• Strong organizational skills with ability to prioritize multiple tickets and requests.
• Excellent interpersonal and customer service skills with a problem-solving mindset.
• Experience working in a help desk or call center environment preferred.
• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.