L2 IT Operations Specialist — MacOS & Network Support

Texas Sports Academy; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Texas Sports Academy in Austin is seeking an L2 IT Operations Specialist to keep technology running across the academy. You'll handle escalated issues, set staff up to work remotely, and troubleshoot everything from MacOS problems to home network outages.

This is a fully onsite role at our downtown Austin location, where you will own end-to-end IT escalations, provide Tier 2 support, configure devices for remote work, manage network faults, and document fixes in runbooks for future issues.

Qualifications

• 5+ years of customer-facing work.
• 2-3 years of hands-on IT operations or helpdesk experience.
• Austin-based onsite role in downtown Austin.

Responsibilities

• Tier 2 Support: take escalated tickets from staff, coaches, and families, and drive fixes.
• MacOS Support: troubleshoot MacOS and Apple hardware and restore access.
• Remote Setup: provision devices for remote work and guide staff through setup.
• Network Troubleshooting: diagnose home network and small office issues over calls or screen share.
• Asset Management: track hardware throughout its lifecycle and renew when needed.
• Documentation: write runbooks and knowledge base articles for repeatable fixes.

Skills

Troubleshooting

MacOS

Network basics

Customer service

Escalations

Remote support

Customer-facing experience

Tools

Zendesk

Freshservice

Jira Service Management

Jamf

Kandji

Mosyle

Job description

Texas Sports Academy in Austin is seeking an L2 IT Operations Specialist to keep technology running across the academy. You'll handle escalated issues, set staff up to work remotely, and troubleshoot everything from MacOS problems to home network outages.

This is a fully onsite role at our downtown Austin location, where you will own end-to-end IT escalations, provide Tier 2 support, configure devices for remote work, manage network faults, and document fixes in runbooks for future issues.