IT Support Specialist

The IT Support Specialist at AlertMedia will work with other IT staff to provide our employees with fast and friendly support with all their technology needs.  This includes diagnosing, repairing, maintaining and upgrading Windows & Mac computers, servers, phones and critical software applications as necessary to ensure smooth operation. 

Who you are: 

You are a highly motivated, organized team player who is passionate about technology, customer service, and operational follow-through. You bring exceptional attention to detail, quickly get to the “why” behind every request or issue, and proactively keep work moving through clear action and timely communication. You are a self-starter who enjoys a challenge, thrives in a fast-paced environment, and takes pride in providing efficient, thoughtful support to fellow employees. You love figuring out how computers work, learning new things, following the latest OS updates, and have a healthy respect for patch management. 

What you get to do every day: 

• Provide first level support of end users technology related issues in a prompt, courteous manner
• Respond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issues
• Guide users through problem solving processes using clear communication.
• Train and educate users on basic software and hardware functionality
• Prioritize and manage multiple tickets at a time through the ticketing system
• Install and configure laptops and peripheral equipment according to standards and guidelines
• Remotely assist with onboarding new users globally  
• Assist with password resets, multifactor resets and other account-related tasks
• Provide support for printers, including installation, configuration, and resolving printing issues
• Help maintain accurate inventory records of all technology equipment
• Maintain hardware and software compliance by helping to ensure all hardware and software is kept up to date
• Help maintain VOIP phone systems and softphone applications
• Resolve connectivity issues with VPN and WiFi
• Document technical procedures, solutions, and best practices for future reference
• Escalate complex issues to higher-level IT staff or vendors as needed
• Contribute to AlertMedia’s culture, values and vision for the future 

What you bring to the role: 

• 1 to 3 years of experience in a technology support role
• Excellent troubleshooting skills
• Experience with Windows 10/11 and Mac OS required
• Experience with Microsoft Entra and Exchange preferred  
• Basic understanding of TCP/IP protocol and basic network troubleshooting skills
• Experience with Jira, & Azure a plus
• Working knowledge of Microsoft Office application suite
• Tons of energy, humor, compassion, and enthusiasm
• Patience, empathy, and kindness while working with frustrated users
• The ability and desire to work in a fast-paced challenging environment
• Outstanding communication skills and ability to effectively work cross-functionally
• Proven ability to coordinate access requests across multiple departments, internal IT partners, and dependent teams while maintaining accuracy, urgency, and clear communication
• This position is full time, in-office Monday through Friday but may require occasional after-hours or on-call support
• Must be able to lift and move IT equipment as needed 

Location: Austin, TX. This is an in-office position 5 days a week in our beautiful downtown Austin, Texas headquarters

Sponsorship: AlertMedia does not sponsor candidates. Must have legal authorization to work in the US without sponsorship now and in the future

Why you’ll love working at AlertMedia: