IT Support – Tier 1/2 (Austin - South) Hybrid Schedule (4 days onsite & 1 day remote)
We are seeking a customer-focused Service Desk Technician to provide Tier 1 and Tier 2 technical support within a fast-paced, global environment. Reporting to the Service Desk Manager, this position will support approximately 1,100 users across office, warehouse, and international locations.
The ideal candidate has strong troubleshooting skills, hands-on experience preparing and deploying laptops, and working knowledge of both Windows and macOS environments. Experience supporting Mac devices is especially valuable as the organization continues to strengthen its internal macOS capabilities.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support through Zendesk, phone, email, remote support tools, and in-person walk-ups.
- Troubleshoot hardware, software, account access, connectivity, and peripheral-related issues.
- Manage approximately 30–40 incoming support tickets per day while maintaining timely and professional communication.
- Configure, image, and deploy Windows and Mac laptops for new and existing employees.
- Prepare equipment in advance of employee start dates to ensure a smooth onboarding experience.
- Support employee onboarding and offboarding, including account setup, device provisioning, access changes, and equipment recovery.
- Back up, reimage, reload, and restore computers as needed.
- Provide hands-on support for approximately 75–80 Mac systems.
- Assist with domain consolidation and related device and user migrations.
- Support office-based and warehouse employees with varying levels of technical knowledge.
- Document troubleshooting steps, resolutions, and recurring issues in Zendesk.
- Escalate complex issues to system or network administrators when appropriate.
- Assist with hardware inventory, provisioning, procurement, and lifecycle management.
- Identify recurring support issues and recommend improvements to documentation and service desk processes.
Environment
- Approximately 1,100 users
- 80% U.S.-based and 20% international
- Approximately 650 office-based users, with the remaining employees working in warehouse environments
- Mixed Windows and macOS environment, including approximately 75–80 Mac devices
- Zendesk ticketing system
- Average daily volume of 30–40 tickets, plus walk-up support
- Collaborative infrastructure and service desk team supporting user administration, networking, provisioning, and procurement
Required Qualifications
- 2+ years of experience providing Tier 1 and Tier 2 help desk, desktop support, or service desk support.
- Experience troubleshooting and supporting macOS devices in a business environment.
- Experience troubleshooting Windows laptops, applications, user accounts, printers, and peripheral devices.
- Hands-on experience imaging, configuring, and deploying laptops.
- Experience supporting employee onboarding, offboarding, and device provisioning.
- Familiarity with ticketing systems such as Zendesk, ServiceNow, Jira Service Management, or a comparable platform.
- Working knowledge of Active Directory, user account administration, password resets, and domain environments.
- Strong customer service, communication, documentation, and time-management skills.
- Ability to prioritize a high volume of tickets while also responding to walk-up support needs.
Preferred Qualification
- Experience backing up, reimaging, and restoring Mac computers.
- Familiarity with Microsoft 365, endpoint management, remote support tools, and basic network troubleshooting.
- Experience supporting users across multiple locations or international operations.
- Previous experience supporting warehouse, distribution, retail, or similarly fast-paced operational environments.
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