Position Summary

The Technical Support Specialist provides hands-on and remote technical support to employees, ensuring smooth operations across hardware, software, and networking platforms. This role also supports the IT asset lifecycle, user onboarding, and helps maintain organizational security and efficiency in IT systems.

Primary Duties and Responsibilities

• Provide day-to-day technical support for laptop and mobile device hardware, software, and networking issues for both local and remote users

• Assist with IT asset lifecycle processes: imaging, configuring, deploying, and migrating systems for new hires and existing staff

• Install and support various hardware and software, including rollout of new systems to end users or groups

• Maintain user account integrity including password resets, file system security, and data protection

• Manage asset inventory and logistics (shipping, receiving, tracking) for laptops and accessories at the Austin office

• Handle secure disposal and retirement of IT assets in accordance with company policies

• Develop and document standard operating procedures (SOPs) and user guidelines

• Participate in testing and providing technical feedback on new software or hardware deployments

Secondary Duties and Responsibilities

• Assist in maintenance and support of network equipment, phones, and teleconferencing systems

• Support computer room and data center operations as needed

• Collaborate with other IT teams to assist in hardware/software support and special projects

Skills & Knowledge

• Excellent written and verbal communication skills in English

• Proficient with Windows and macOS operating systems

• Familiarity with Microsoft Office Suite; advanced skills in Excel and SharePoint are a plus

• Knowledge of mobile OS platforms, including iOS and Android

• Strong understanding of PC hardware and effective troubleshooting methods

• Able to clearly communicate technical concepts to both technical and non-technical users

• Skilled in providing end-user training for basic and advanced applications

• Proven ability to multitask and manage competing priorities efficiently

• High level of accountability; capable of leading initiatives independently

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan