Service Desk Analyst — Remote IT Support & Onsite Ops

Talentify; Austin (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

15 days PTO

10 company holidays

Comprehensive benefits

401k with company match

Training & development

Free CLEAR memberships

Internet stipend

Job summary

CLEAR is seeking an IT professional to support internal employees and external partners. The role involves remote troubleshooting, hardware and network support, software configuration, and coordinating with vendors for timely resolutions.

You will work across tools like PDQ, Azure AD, Meraki, Jira/Confluence, and Okta, with onsite quarterly airport operational support and 24/7/365 readiness.

Qualifications

• 2+ years of customer-service focused technical experience (in-person and remote).
• Strong ability to troubleshoot hardware, network, and software issues.
• Experience with ITSM tools and managing tickets, documentation, and SLAs.
• Comfortable communicating with both technical and non-technical users.
• Willingness to work varying shifts, including weekends/holidays/on-call.

Responsibilities

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support and firmware upgrades, remote configuration.
• Network support including ISP, routers, switches, access points, and cellular devices.
• Assist users with software configuration, remote installations, and deployment monitoring.
• Escalate issues to third-party vendors and coordinate on-site visits.
• Manage access requests across multiple systems ensuring compliance.
• Respond to tickets and calls within SLA targets.
• Coordinate with colleagues to address critical incidents and keep users informed.
• Provide onsite support for local airport operations at least quarterly.

Skills

Remote troubleshooting

Hardware support

Network troubleshooting

Customer service

Mac and Windows knowledge

Tools

PDQ

Virtual Machines

Azure AD

Meraki

Peplink

Okta

Slack

Jira/Confluence

Dialpad

Job description

CLEAR is seeking an IT professional to support internal employees and external partners. The role involves remote troubleshooting, hardware and network support, software configuration, and coordinating with vendors for timely resolutions.

You will work across tools like PDQ, Azure AD, Meraki, Jira/Confluence, and Okta, with onsite quarterly airport operational support and 24/7/365 readiness.