IT Support Specialist II

Description

We are looking actively partnering with an Austin-based client to identify an IT support specialist II. This contract opportunity is ideal for someone who thrives in a predominantly Mac-based environment, enjoys solving Level 2 support issues, and can create a smooth technology experience for both employees and leadership. The role will play a key part in endpoint support, collaboration tools, onboarding activities, and conference room technology while delivering effective, user-friendly assistance every day.

This position is onsite 5 days a week in Austin, Tx, must currently live in the Austin area.

Responsibilities:

- Deliver onsite Level 2 desktop and help desk support for employees, resolving day-to-day hardware, software, and access issues in a timely manner.

- Support a primarily Mac-based environment while also assisting with common endpoint and operating system troubleshooting needs across the business.

- Set up and maintain laptops, monitors, docking accessories, and other peripherals for new team members, existing staff, and employee departures.

- Administer and support workplace applications such as Slack, Zendesk, Zoom, and other cloud-based collaboration tools to keep teams productive.

- Maintain conference room and audio/visual technology, perform recurring room checks, and provide hands-on support for meetings and live events when needed.

- Offer high-touch technical assistance to executives and other priority users, ensuring a thorough and responsive support experience.

- Track, update, and resolve service requests through the ticketing system while monitoring support channels and communicating status clearly to users.

- Coordinate hardware repairs, equipment recovery, asset tracking, and responsible device disposal processes to maintain accurate inventory and lifecycle management.

- Create and improve documentation, self-service materials, and knowledge resources that help employees use technology more effectively.

- Participate in support coverage and after-hours or on-call activities as required to address maintenance or urgent technical issues

Requirements - Hands-on experience providing desktop or help desk support in an enterprise environment, including Level 2 troubleshooting responsibilities.

- Strong background supporting Apple devices and macOS in a workplace where Mac systems are the primary platform.

- Working knowledge of collaboration and service tools such as Zoom, Slack, Zendesk, and Google Workspace.

- Familiarity with service desk ticket management, user onboarding, hardware provisioning, and asset inventory practices.

- Experience supporting conference room, video conferencing, or audio/visual technology in an office setting.

- Understanding of endpoint support fundamentals, including basic troubleshooting for Windows 10 environments.

- Exposure to device management tools such as Jamf Pro is preferred.

- Excellent interpersonal communication skills with a personable approach to end-user support. Technology Doesn't Change the World, People Do.®

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