Onsite L2 IT Ops Specialist: Mac & Network Support

Texas Sports Academy Main; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Texas Sports Academy in Austin, TX is hiring an L2 IT Operations Specialist to keep technology running across the campus. You will handle escalated tickets from staff and families, set staff up to work remotely, and troubleshoot MacOS and home network issues onsite.

You will also manage asset lifecycles, write runbooks, and help others solve problems by documenting steps, with a strong emphasis on customer service and clear communication.

Qualifications

• 5+ years of customer-facing work.
• 2-3 years of hands-on IT work in helpdesk, desktop support, or IT operations.
• Onsite in Austin, TX.

Responsibilities

• Tier 2 Support: take escalated tickets from staff, coaches, and families, dig into root causes, and fix issues.
• MacOS Support: troubleshoot MacOS and Apple hardware, from accounts/permissions to failing components.
• Remote Setup: provision and configure devices for remote workers and guide home setups.
• Network Troubleshooting: diagnose home/small office networks, DNS, VPNs, and printers.
• Asset Management: track hardware through lifecycle from ordering to replacement.
• Documentation: write and maintain runbooks and knowledge base articles.
• Troubleshooting: reproduce issues, rule out causes, fix, and document findings.

Skills

MacOS Support

Network Troubleshooting

Helpdesk Support

Customer Service

Remote Setup

Asset Management

Documentation

Escalation Management

Onsite IT

Troubleshooting Process

Education

5+ years of customer-facing work

2-3 years of hands-on IT work in helpdesk/IT ops

Austin, TX onsite

Tools

Jamf

Kandji

Mosyle

Zendesk

Freshservice

Jira Service Management

Job description

Texas Sports Academy in Austin, TX is hiring an L2 IT Operations Specialist to keep technology running across the campus. You will handle escalated tickets from staff and families, set staff up to work remotely, and troubleshoot MacOS and home network issues onsite.

You will also manage asset lifecycles, write runbooks, and help others solve problems by documenting steps, with a strong emphasis on customer service and clear communication.