Provide lead-level technical support for end users and site IT infrastructure in Austin, TX (onsite).

Lead hardware delivery and setup workflows; customize systems to match unique end user requirements
Oversee analysis, testing, and debugging of computer systems
Deliver second-level break-fix support for laptops and desktops, including remote desktop assistance
Troubleshoot and resolve issues across operating systems, applications, security services, and hardware for end users running Android OS, iOS, Mac OS, and Windows OS
Resolve technical problems involving LAN and WAN
Coordinate with IT Infrastructure teams to set up and maintain existing infrastructure environments and support local changes
Determine appropriate controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction
Perform data transfer and manage imaging operations
Provide users and management with updates on service ticket status, resource needs, and projected outcomes
Support end user training and education
Complete other duties as assigned and comply with applicable policies and standards

High School diploma or GED
4+ years of related experience
Vocational or technical education may be required in addition to prior work experience
Technical/vocational education may include additional on-the-job training and continuous learning
Experience with ServiceNow or an equivalent ticketing tool
Technical knowledge of laptop PCs, virtual workstations, Windows OS, Apple iOS, and networking
Understanding of Active Directory, networking, voice, WiFi, and IT infrastructure; ability to coordinate with vendor or internal IT teams to troubleshoot network and voice issues
Demonstrated customer service skills
Demonstrated interpersonal and verbal communication skills

IT Technical Support Specialist IV

Location: Austin, TX (onsite)
Schedule: Onsite five days per week at the South Austin, Texas office

Job Description