IT Support Engineer
About the Role
We are seeking an IT Support Engineer to deliver a reliable, secure, and user-friendly technology experience across the organization. This hands-on role will focus on end-user support, Apple device management, employee onboarding and offboarding, identity and access management through Okta, and administration of Google Workspace.
The ideal candidate is a service-oriented problem solver who communicates clearly, works independently, and takes ownership of issues from initial request through resolution. You will serve as a trusted technical resource for employees while helping maintain secure, scalable IT processes.
This is a hybrid position based in Austin, Texas, with three days onsite and two days remote each week.
Responsibilities
End-User Support
- Provide responsive, friendly technical support to onsite and remote employees.
- Troubleshoot macOS, hardware, software, account access, connectivity, and peripheral issues.
- Manage support requests from initial diagnosis through resolution, keeping users informed throughout the process.
- Identify recurring issues and develop documentation or process improvements to reduce future support needs.
- Coordinate hardware repairs, replacements, and vendor support when necessary.
Employee Onboarding and Offboarding
- Deliver a smooth IT onboarding experience, including laptop preparation, account provisioning, software installation, and new-hire orientation.
- Manage employee offboarding by disabling access, recovering equipment, and protecting company information.
- Maintain standardized onboarding, offboarding, and role-change procedures.
- Ensure access and device configurations comply with company security requirements.
Mac and Device Management
- Deploy, configure, secure, and support Apple MacBooks.
- Administer an Apple-focused mobile device management platform such as Kandji, Jamf, Iru, or a comparable solution.
- Manage automated device enrollment, application deployment, operating-system updates, security policies, and device compliance.
- Purchase, inventory, assign, and track company-owned laptops, accessories, and other IT equipment.
- Maintain accurate hardware asset and lifecycle records.
Okta and Access Management
- Administer Okta, including user accounts, groups, application assignments, multifactor authentication, and access policies.
- Troubleshoot single sign-on, authentication, and application-access issues.
- Support joiner, mover, and leaver processes across business applications.
- Conduct access reviews and maintain appropriate role-based access controls.
- Document and follow change-management and access-control procedures.
Google Workspace Administration
- Serve as a primary administrator for Google Workspace.
- Manage users, groups, shared resources, licenses, security settings, and organizational policies.
- Troubleshoot Gmail, Google Drive, Calendar, Meet, and other Workspace applications.
- Monitor platform health, account activity, storage, and security alerts.
- Help employees use Google Workspace effectively and securely.
Security, Documentation, and IT Operations
- Maintain clear internal IT documentation, knowledge-base articles, and user training materials.
- Partner with Security and Compliance teams to implement technical controls and address audit requirements.
- Support security reviews, risk assessments, evidence collection, and remediation activities.
- Assist with the implementation and administration of centrally managed business applications.
- Evaluate new tools and recommend improvements to the employee technology experience.
- Provide basic support for office networking, conferencing, printing, and related workplace technology.
Minimum Qualifications
- At least two years of professional IT support, help desk, desktop support, or IT operations experience.
- Strong hands-on experience supporting and troubleshooting Apple Mac computers in a business environment.
- Experience administering Okta or a comparable identity and access management platform.
- Experience administering Google Workspace in a professional environment.
- Experience with Apple device management platforms such as Kandji, Jamf, Iru, or similar.
- Working knowledge of user provisioning, single sign-on, multifactor authentication, and role-based access control.
- Experience supporting employee onboarding and offboarding processes.
- Familiarity with hardware inventory, procurement, and asset-lifecycle management.
- Foundational understanding of networking concepts, including Wi-Fi, DNS, DHCP, and VPN troubleshooting.
- Strong customer-service, communication, organization, and problem-solving skills.
- Ability to manage competing priorities and work independently in a fast-paced environment.
- Ability to work a hybrid schedule in Austin, with three days onsite and two days remote each week.
Preferred Qualifications
- Experience supporting a global or distributed workforce.
- Experience working in a hybrid office environment.
- Familiarity with SOC 2, ISO 27001, or similar security and compliance frameworks.
- Experience supporting SaaS application administration and integration.
- Basic familiarity with AWS, Google Cloud Platform, or Microsoft Azure.
- Relevant certifications in Apple support, Google Workspace, Okta, or IT service management.
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