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  • Location: Austin, Texas
  • Type: Direct Hire
  • Job #18206
  • Salary: $22.00 - $25.00 USD

We are looking for an IT Specialist to support clients in Houston, TX. This position is hybird, with two days onsite and three days working remotely. It is a direct hire full-time position. We cannot provide visa sponsorship at this time. 

Technical Specialist will be responsible for assisting our customers and fellow teammates with ongoing day to-day technology requests. This position will be exposed to multiple applications, systems, networks, and telecommunications activities.

The Level 2 Technical will take inbound escalated customer calls, create notes, respond to tickets, and provide responsive support to our fellow technicians. Level 2 Technicians will assisting in the new hire training program and provide guidance on technical troubleshooting to Level 1 Technicians.


  • Maintain Service Level Agreements by communicating on requests within the agreed upon metric between our compnay and customers. 
  • Deliver security standards set and agreed upon by security team / leadership  document configurations customer data such as passwords, inventory, etc.
  • Track all requests in the ConnectWise ticketing system.
  • Provide remote support to customers and fellow technicians
  • Provide customers with software and hardware recommendations
  • Respond promptly to employee and customer inquiries
  • Ability to operate in a “fast paced” environment
  • Help customer requests find their way to the correct person
  • Document relevant information in the ConnectWise ticket to ensure customers understand expectation and at what stage the request is currently in
  • Provide outstanding customer support and work with people in a team setting
  • Ensure that all is done so that the customer is satisfied
  • Address and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data
  • Complete follow-up and follow-through on all tickets.
  • Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and workaround procedures.
  • Mentors, provide support, and cross-train other Technical Specialists.
  • Grow deeper in knowledge of current products, increasing ability to resolve tickets on the first contact.
  • Provide excellent telephone manners and manage challenging support situations with a calm and methodical approach ? Understanding of Active Directory: creating accounts, group policy, group management.
  • Ability to create new and manage email accounts in hosted Exchange, Intermedia, and M365 Rev.
  •  Understanding of Microsoft Office 365 administration
  • Remotely troubleshoot software, hardware, and connectivity issues
  • Work closely with the team to resolve or properly close aging tickets
  • Manage individual queue of tickets and respond, document, and close in a timely manner.
  • Understanding of networks and troubleshooting connectivity issues
  • Experience removing viruses/malware/spyware and prevention 
  • Self-motivated with the ability to follow directions, complete time-sensitive tasks and meet deadlines 
  • Operate autonomously with minimal supervision in a fast-paced environment Qualifications: 
  • 3+ years of experience with ticketing systems
  • 5+ years of technical support ? Demonstrate a strong work ethic
  • Demonstrate the ability to troubleshoot quickly and effectively
  • Demonstrate the ability to communicate technical issues clearly and effectively  Computer skills to create documents, spreadsheets, and electronic communication ? Strong communication and organizational skills
  • Experience in an organization with multiple locations and remote field-based operations
  • Must have Remote Desktop Support skills 
  • Ability to conduct rapid internet research for first time fix
  • Ability to contribute effectively in a team environment
  • Experience working with Active Directory
  • Ability to document solution in a work instruction or procedure format for use by other technicians Benefits

Medical, Dental, and Vision Insurance
401(k) with company match
Paid Time Off and Holidays 
Parental Leave
Professional Development Assistance
Mileage Reimbursement

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