Service Desk Analyst New Austin, Texas, United States

Secure Identity, LLC.; Austin (TX); Presencial; USD 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off 15 days

10 holidays

Medical, dental, vision insurance

401k with company match

Internet stipend $40/month

Backup childcare

Onsite support at airports

Professional development

CLEAR membership

Descripción de la vacante

CLEAR is hiring a growth-minded IT professional to support internal employees and external partners. The role focuses on remote troubleshooting, hardware and network support, and software configuration across tools like Meraki, Jira/Confluence, Okta, and Azure AD.

The ideal candidate has 2+ years in a customer-service tech environment, strong communication skills, and is capable of handling on-site airport support quarterly. PerSec clearance is required. Busier shifts and 24/7 operations apply.

Formación

• 2+ years of experience in a customer-service focused technical environment.
• Federal PerSec screening and clearance attainment is a requirement.
• Strong communicator with ability to interact with both technical and non-technical end-users.
• Technical knowledge of network infrastructure setup, maintenance, and troubleshooting (Cisco/Meraki preferred).
• Experience working with ITSM tools and managing tickets, documentation, and SLAs.

Responsabilidades

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support including firmware upgrades and remote configuration.
• Network monitoring and troubleshooting across ISP, routers, switches, APs, and cellular devices.
• Assist users with software configuration, remote installations, and deployment verification.
• Escalate issues to third‑party vendors and coordinate on‑site visits.
• Manage access requests across systems, ensuring compliance with rules and regulations.
• Respond to tickets and calls in a round‑robin queue, meeting SLAs.
• Utilize runbooks and propose updates or new ones when needed.
• Coordinate with teammates to address critical incidents and communicate with users.
• Provide onsite support for local airport operations at least quarterly.

Conocimientos

Customer service

Networking basics

Mac + Windows

Remote troubleshooting

ITSM tools

Herramientas

PDQ

Virtual Machines

Azure AD

Meraki

Peplink

Okta

Slack

Jira/Confluence

Dialpad

Descripción del empleo

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 43 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

We are looking for a growth-minded IT professional to support our internal employees and our external partners. The ideal candidate possesses an enthusiastic personality capable of thriving in a fast-paced dynamic environment, focused on providing excellent customer service, has experience troubleshooting technical issues, and wants to start their next career in an advanced technology company.

What You'll Do:

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support, including component and cable verification, addressing equipment failures, performing firmware upgrades, and configuring hardware remotely.
• Network support, involving monitoring and troubleshooting network infrastructure (ISP, routers, switches, access points, and cellular devices).
• Assist users with software configuration and troubleshooting, along with remote software installations, and monitor for successful deployment and functionality.
• Utilize various software tools, such as PDQ, Virtual Machines, Azure AD, Meraki, Peplink, Okta, Slack, Jira/Confluence, and Dialpad, to efficiently pinpoint and resolve technical issues.
• Escalate issues to third‑party vendors and coordinate on‑site visits for timely resolution.
• Manage access requests across multiple systems/applications, ensuring 100% compliance with established rules and regulations.
• Respond to tickets and phone support requests in a round‑robin assignment queue, consistently meeting or exceeding all established SLAs.
• Utilize existing runbooks and suggest updates or creations when current knowledge is lacking.
• Coordinate seamlessly with co‑workers to address and elevate critical business incidents to the appropriate support team while maintaining open and active communication with users.
• Provide onsite support for local airport operations at least once per quarter, with additional opportunities for hands‑on troubleshooting in partnership with other technology teams.
• Complete regular ticket analysis for assigned airports to identify ticket trends and need for additional support or remediation.

Who You Are:

• Federal Personnel Security (PerSec) screening and clearance attainment is a requirement for this position. (Details here ). PerSec submission will be coordinated by CLEAR
• 2+ years of applicable experience, including in‑person and remote experience in a customer service‑focused technical environment
• Demonstrated success in providing a stellar customer service experience along with desire to find solutions, rather than merely addressing symptoms.
• Strong communicator with exceptional ability to interact with technical and non‑technical end‑users
• Highly organized and detail‑oriented with an ability to strive in a fast‑paced environment with competing priorities
• Technical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred
• Demonstrated expertise in computer assembly, including remote triage and troubleshooting capabilities of typical and atypical computer components
• Experience working within ITSM tools and managing tickets, documentation, and SLA’s
• Works well under pressure,
• Self‑starter with an “owners mentality”
• Ability to work varying shifts, including weekends/holidays/on‑call - We are a 24/7/365 operation
• Mac and Windows system knowledge

Perks of Being a Team Member:

• 15 days Paid Time Off for Full‑Time Team Members, increasing with time in service
• 10 Company Paid Holidays (1.5x pay if worked!)
• Comprehensive Medical, Dental, Vision, Pet, Home, Auto, Disability, Life Insurance, and Legal advice for eligible team members
• Backup childcare and eldercare through Care.com
• Paid Parental, Family, Military & Bereavement Leave Program for eligible team members
• Emotional Well‑Being Assistance
• 401k Retirement Plan with company match
• Ongoing training & development programs to grow & advance your career with a growing company!
• Free CLEAR memberships for you and one other. Plus a discounted membership for three friends!
• $40/month internet stipend

How You'll be Rewarded:

At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co‑working spaces.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.

We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.