IT Support Specialist II

1 month ago

Austin, United States Academic Programs International LLC Full time
Job DescriptionJob DescriptionDescription:

We are looking for a skilled and motivated IT Support Specialist to be a key member of a small, dynamic, results-oriented team of IT professionals. We need someone who can balance management of various software systems/tools while also providing world class technical support to end-users. The ideal IT Support Specialist should not be afraid to learn, use, and support new tools/software for all our employees.


In this role you will be involved in several different activities related to our systems, with a focus on hardware/software provisioning for a growing user base, end-user support, in-office support, and management of key systems/tools/software. Most of our end-users are based in the United States, but we support end-users in several additional countries worldwide. This position controls access/permissions to enterprise applications, manages G-Suite accounts, helps with local office support (network switches, wireless access points, printers, conference room), and ensures data security across the organization.

Requirements:

Types of Activities and Responsibilities:

  • Manage Help Desk tickets in a timely manner.
  • Troubleshoot and resolve technical problems via phone, ticket system, email, or in-person.
  • Deploy Apple Mac and Windows PC laptop equipment and peripherals to new employees.
  • Create new accounts and set up software access/permissions.
  • Support and maintain administration of our corporate Google Workspace account.
  • Perform software installation and upgrades, including planning and scheduling, testing and coordination.
  • Troubleshoot system performance and failure issues.
  • Maintain inventory records of all IT equipment and software licenses.
  • Create and maintain internal support documentation.
  • Optimize networking/security for remote employees’ access to servers and other resources.
  • Proactively research new technology and software to develop cost or labor-saving opportunities.
  • Research, propose, define, design, and implement system enhancements, including software and hardware upgrades, to improve the reliability of Windows-based and Mac-based systems.
  • Examples of software and tools we support include Google Workspace, Microsoft Office, Zoom, Slack, Zendesk, Asana, JIRA, Wordpress, Lucidchart, TeamViewer, Adobe Creative Cloud, and more.
  • Work with a team of peers who are smart, professional, pull their own weight, and share a passion for what they are creating.
  • This is an in-person/onsite, Monday to Friday position. This is not Hybrid or Remote.

Desired Knowledge, Skills, and Abilities:

  • Excellent communication skills through phone, email, and in-person interactions. We want staff members to feel well supported by IT.
  • Ability to work professionally in a fast-paced, team environment with internal and external contacts at all levels.
  • Strong problem-solving skills with ability to diagnose and resolve systems/software conflicts and problems.
  • Attention to detail.
  • Logical and creative thinker.
  • Available for after-hours support when necessary.
  • Physical requirements include lifting and transporting moderately heavy objects, such as computers, monitors, TVs, and other peripherals.
  • Exemplifies and attitude that is outgoing and positive and self starter. You are willing to step in an assist across the organization.
  • Excellent written and verbal communication skills.

Required Education or Formal Training:

  • Bachelor's Degree in Technology management or a similar field required.
  • 2+ years of wage earning experience in an office environment.
  • 2+ years of experience in general Systems Administration.
  • Applicable certifications are preferred but not required.

Job Type: Full-time

Pay: Up to $52,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call
  • Weekends as needed

People with a criminal record are encouraged to apply

Application Question(s):

  • This position is onsite and in the office Monday-Friday from 8am-5pm. Are you able to commit to an in-person position?

Experience:

  • IT Systems Administration: 2 years (Required)

Work Location: In person

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