IT - Technical Support - Mid-Level

Job Title: IT Technical Support Analyst (Mid-Level)

Location: Austin, TX (Onsite - AUS1 Campus)

Duration: 12 Months

Work Model:

100% onsite for first 90 days (5 days/week)

Potential transition to 4 days onsite / 1 day remote (subject to change)

Role Overview

We are seeking a Mid-Level IT Technical Support Analyst to provide end-user support, troubleshoot technical issues, and deliver exceptional customer service in a fast-paced service desk environment. This role requires strong communication skills, technical expertise, and the ability to support both technical and non-technical users.

Key Responsibilities

Diagnose and resolve end-user technical issues related to desktops, laptops, printers, mobile devices, and applications

Provide timely resolution or escalate issues to appropriate support teams

Deliver excellent customer service and maintain high user satisfaction

Support applications such as Microsoft Office, CRM tools, VPN, Citrix, and mobile device management (MDM) systems

Perform user account management (account creation, permissions, password resets)

Communicate issue status updates to users and management per SLAs

Follow standard operating procedures (SOPs) and knowledge management practices

Use ITSM tools to log, track, and resolve incidents

Maintain accurate documentation of issues and resolutions

Required Skills & Qualifications

3-5 years of experience in IT service desk or technical support roles

3-5 years of experience providing phone and/or chat support

Strong troubleshooting skills across:

Windows, macOS, iOS, and iPadOS

Networking fundamentals and systems administration

Experience with ITSM tools (ServiceNow, Remedy, Cherwell)

Experience with remote support tools (SCCM, ADUC, Software Center, Client Configuration Manager)

Excellent communication skills with the ability to explain technical issues to non-technical users

Strong multitasking, organizational, and problem-solving skills

Ability to meet performance metrics (SLAs, resolution time, quality standards)

Preferred Qualifications

Associate's or Bachelor's degree in Information Technology or related field

Certifications such as CompTIA, ITIL, Microsoft, KCS, or CSI

Key Competencies

Strong customer service and interpersonal skills

Emotional intelligence and empathy in customer interactions

Ability to work in a fast-paced, high-volume environment

Attention to detail and adherence to processes

Flexibility and openness to feedback and continuous improvement