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

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