IT Support Specialist; Service Desk

This is a service desk role. You will work on tickets every day.

If you are looking to get off the desk, this is not the right fit. This is not a systems administrator position or a project-only role. You will be in the queue daily, handling escalations from Tier 1, owning complex issues through to resolution, and picking up project work when needed.

What separates this from a standard T1 role is the depth we expect. You bring stronger technical judgment, cleaner communication, and real ownership. You do not need hand-holding to diagnose a problem or manage a client conversation.

Most work is remote. You must live in the Austin metro and be available for on-site client visits across the greater Austin area.

Parried is a managed IT and cybersecurity company based in Austin with a strong history of client service.

• Work the service desk queue daily alongside the team
• Handle escalated tickets from Tier 1 and own them through to resolution
• Support Microsoft 365 environments:
  Exchange, Entra , Intune, Teams, SharePoint, licensing
• Troubleshoot Windows and macOS issues across diverse client environments
• Manage user onboarding, offboarding, and account administration
• Support endpoint deployment and MDM via Intune and Apple Business Manager
• Assist with networking issues: DNS, DHCP, VLANs, basic firewall, and switch configuration
• Verify and maintain backup and recovery configurations for SMB clients
• Apply security fundamentals: EDR management, MFA enforcement, basic incident response
• Document your work clearly and follow our SOPs without exception
• Communicate professionally with clients, both written and verbal

• 2 to 4 years of hands-on IT support experience; MSP experience strongly preferred
• Solid T2-level depth across Windows, macOS, and Microsoft 365
• Working knowledge of Active Directory, Entra , group policy, Conditional Access, and SSO
• Comfortable with VoIP systems (Intermedia Elevate experience is a plus)
• Strong documentation habits; you write tickets and notes that other people can actually use
• Professional communicator; our clients are business owners and executives, not IT people
• Comfortable on the service desk long-term, not looking to escape it
• Lives in the Austin metro area, reliable transportation required

• $60,000 to $75,000 base salary, depending on experience
• Health, dental, and vision insurance
• Life insurance and 401(k) with company match
• Generous PTO and paid holidays
• Hybrid work model, remote-first with local client visits as needed
• Pet insurance and voluntary benefit options available