IT Support Technician

Summary

Join SecurityScorecard's dynamic team in Austin, TX as a highly motivated IT Support Technician. This hybrid role (3 days in-office) is vital for providing seamless technological support to employees. You will be the primary point of contact for IT inquiries, troubleshooting hardware, software, and network issues. Responsibilities include managing IT infrastructure, ensuring system security, and contributing to overall team efficiency. The ideal candidate possesses 2+ years of experience in IT support, expertise in macOS and Windows operating systems, and proficiency with Okta and MDM platforms. A passion for technology and problem-solving is essential for success in this fast-paced environment.

Requirements

• 2+ years of experience in an IT support role, preferably within a fast-paced SaaS or technology environment
• Proven expertise in managing both macOS and Windows operating systems in an enterprise setting
• Hands-on experience with Okta for identity and access management
• Proficiency with Mobile Device Management (MDM) platforms such as Kandji and Microsoft Intune
• Strong working knowledge of Google Workspace administration and support
• Experience with IT service management (ITSM) tools like Jira Service Desk for ticketing and workflow management
• Familiarity with automation tools (e.g., Zapier, Blink) and a desire to implement automated solutions
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users
• Strong problem-solving abilities and a meticulous attention to detail
• Ability to work independently and as part of a team in a hybrid work environment
• A customer-centric approach with a passion for providing exceptional user support
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi)

Responsibilities

• Provide Tier 1 & 2 Technical Support: Serve as the primary point of contact for all internal IT inquiries, troubleshooting, and issue resolution for hardware, software, and network-related problems
• Endpoint Management: Configure, deploy, maintain, and troubleshoot both macOS and Windows laptops, ensuring optimal performance and security for all employee devices
• Employee Lifecycle Management: Seamlessly manage the IT aspects of employee onboarding (account provisioning, hardware setup, software installation) and offboarding (account deactivation, hardware retrieval, data wiping)
• Identity and Access Management: Administer user accounts and access permissions within Okta, ensuring appropriate security protocols are followed
• Mobile Device Management (MDM): Utilize Kandji and Microsoft Intune to manage and secure company-owned devices, enforce policies, and deploy applications
• Collaboration & Productivity Tools: Provide expert support for Google Workspace applications (Gmail, Calendar, Drive, Docs, Sheets, etc.) and Slack, facilitating efficient communication and collaboration
• Ticketing System Management: Accurately document, prioritize, and resolve IT requests using Jira Service Desk, maintaining clear communication with users throughout the resolution process
• Automation & Efficiency: Leverage automation tools such as Zapier or Blink to streamline repetitive IT tasks, improve workflows, and enhance overall operational efficiency
• Network Support: Assist with basic network troubleshooting, including Wi-Fi connectivity, VPN issues, and local area network (LAN) problems
• Hardware & Software Inventory: Maintain accurate records of all IT assets, including hardware, software licenses, and peripherals
• Security Best Practices: Adhere to and promote cybersecurity best practices, ensuring all IT operations align with the company's security policies
• Documentation: Create and maintain comprehensive IT documentation, including user guides, troubleshooting steps, and process workflows
• Vendor Management: Assist with basic vendor communication for IT-related services and hardware
• Proactive Maintenance: Perform routine system checks, updates, and preventative maintenance to minimize downtime and optimize performance
• Continuous Improvement: Identify opportunities to improve IT processes, tools, and user experience, contributing to a more efficient and effective IT environment

Preferred Qualifications

• CompTIA A+, Network+, or similar IT certifications
• Experience in a cybersecurity-focused company
• Scripting experience (e.g., PowerShell, Bash, Python) for automation

Benefits

• Competitive salary
• Stock options
• Health benefits
• Unlimited PTO
• Parental leave
• Tuition reimbursements