Provide day-to-day technical support for hardware, software, and network systems. Troubleshoot user issues, support onboarding/offboarding and account setup, perform system maintenance and updates, assist with network/VPN/email problems, enforce security best practices, maintain documentation and IT asset inventory, and escalate complex issues to senior staff or vendors.
The IT Support Representative provides day-to-day technical support for the organization’s hardware, software, and network systems. This position focuses on troubleshooting user issues, maintaining system functionality, supporting onboarding/offboarding processes, and ensuring secure and efficient IT operations. The ideal candidate is service-oriented, technically capable, and comfortable supporting cross-functional teams.
Key Responsibilities
User Support & Troubleshooting
- Serve as the primary point of contact for IT-related support requests.
- Troubleshoot hardware, software, network, and connectivity issues.
- Provide remote and in-person technical support to end users.
- Escalate complex technical issues to senior IT staff or external vendors.
- Assist with onboarding new employees, including workstation setup and system access.
- Provide basic user training and guidance on company systems and tools.
System Maintenance & Administration - Set up and configure desktops, laptops, printers, and mobile devices.
- Manage user accounts, passwords, and access permissions.
- Install software updates, patches, and security configurations.
- Monitor system performance and report recurring issues.
- Maintain documentation of support tickets, resolutions, and IT procedures.
Network & Security Support - Assist with troubleshooting network connectivity, VPN, and email issues.
- Support cybersecurity best practices including endpoint protection and access controls.
- Help enforce IT policies and data security standards.
- Assist with maintaining backups and supporting disaster recovery procedures.
Equipment & Asset Management - Track and manage IT inventory including hardware and licenses.
- Coordinate equipment repairs and warranty claims when needed.
- Maintain organized records of assigned equipment and assets.
Key Competencies
- Customer service mindset
- Problem-solving ability
- Technical aptitude
- Attention to detail
- Time management and prioritization
- Cross-functional collaboration
Requirements
- 1–3+ years of experience in IT support or help desk roles.
- Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience).
- Experience supporting Windows and/or macOS environments.
- Working knowledge of Microsoft 365 and common business applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Strong troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- CompTIA A+, Network+, or similar certification preferred.
Benefits
- Competitive salary
- Medical
- Dental
- Vision
- FSA and HSA options
- 401(k) with employer matching up to 4% of salary
- Life insurance
- Paid Time Off
- Paid company holidays
- Short-term Disability
- Long-term Disability
- Discount program
- Employee Resource Services
- Fitness Membership discounts
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Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
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