IT Support Specialist (Advanced Service Desk)
About the position This is a frontline Service Desk role, but it’s not entry -level. You’ll handle the same queues and tickets as the rest of the team, but bring deeper technical expertise, better judgment, and stronger ownership to your work. You’re the one who sees issues through and raises the bar. We’re open to hiring either a strong IT Support Technician (L2/L3) or a IT Support Analyst (L1/L2) with broader exposure and a more strategic problem -solving mindset. Your exact title, scope, and compensation will reflect your experience and what you bring to the team. This is a hybrid role. Most work is remote, but you must live in the Greater Austin area for occasional onsite visits to client offices. We’re looking for someone who communicates clearly, thinks independently, and works fast without cutting corners. Someone who earns trust with clients and collaborates closely with teammates. Responsibilities • Respond to support tickets, calls, and emails from SMB clients • Troubleshoot issues involving Windows, macOS, Microsoft 365, networking, security tools, and line -of -business apps • Handle onboarding, offboarding, and user account management • Own complex or high -priority support requests and see them through • Monitor the ticket board and contribute to clean, timely ticket flow • Assist with client account audits and internal documentation reviews • Communicate clearly and professionally with clients and internal team • Help improve internal SOPs and documentation Requirements • 3+ years of Service Desk or MSP experience • Strong troubleshooting skills across a wide range of systems • Confident with Microsoft 365, Windows, macOS, networking, and cybersecurity tools • Reliable, organized, and detail -oriented • Strong written and verbal communication • Comfortable in a fast -paced environment • Must live in the Greater Austin area Benefits • Competitive salary based on experience • Health, dental, and vision insurance • Life insurance • 401(k) with company matching • Hybrid work model (remote + Austin -based client visits) • Generous PTO and multiple paid holidays • Eligible for pet insurance and other perks Apply tot his job