Sr. IT Support Technician; Desktop

Sr. IT Support Technician (Desktop)

Position Overview We are seeking an experienced, high efficiency Senior IT Support Technician for an initial 6-month contract to elevate our IT service delivery and bring a new level of sophistication to our technical support operations. For a resource who delivers a strong return on investment and successfully transforms our support pipeline, there is clear potential for a contract extension beyond the initial 6 months.

In this role, you will not just close tickets; you will actively shape how support is delivered across the organization. We need a proactive problem solver who can immediately dive into a heavy ticket queue, partner with our existing team to eliminate a backlog, and implement modern service tools. Our environment is currently powered by Google Workspace, but we are considering a full migration to Microsoft 365.

This role will play a part in evaluating and preparing for that potential transition.

Monday:
Required in office at our San Marcos facility. Tuesday through Friday:
Fully remote. This schedule offers an excellent balance for professionals commuting from Austin or San Antonio who want to avoid a daily drive.

• Rapidly process, troubleshoot, and resolve a backlog of incoming IT support requests to dramatically improve internal response times.
• Lead the implementation and optimization of Jira Service Management, including creating customized workflows to modernize our service delivery.
• Assist in the upcoming rollout and daily administration of Ninja One for centralized device management.
• Support our current Google Workspace environment while helping prepare documentation and infrastructure for a potential migration to Microsoft 365.
• Provide comprehensive technical support for end user hardware, operating systems, software applications, and network connectivity.
• Document technical procedures and create user facing self-service articles to reduce future ticket volumes.

• Minimum of three to five years of experience in an IT support or system administration role.
• Proven track record of successfully managing a high-volume ticket queue in a demanding environment.
• Direct experience implementing Jira Service Management, with a deep understanding of how to build and maintain customized workflows.
• Familiarity with Ninja One or closely related endpoint management platforms.
• Technical proficiency in both Google Workspace and Microsoft 365, with migration experience considered a major asset.
• Strong diagnostic skills across Windows and macOS environments, as well as Android mobile operating systems and hardware.
• Certifications are a plus such as A+, MCP, etc.
• Excellent communication skills and a passion for turning around frustrated user experiences.