IT Support Specialist (Austin)

IT Support Specialist (Austin)
Description

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Job Brief:
As an End User Services Specialist at Procore, you will deliver technical support and seamless IT operational experiences to internal team members. You will act as a primary technical resource, ensuring local and remote employees have the hardware, software, identity access, and network reliability needed to build the future of construction technology.

Responsibilities:
• Provide Tier 1–2 technical support for hardware, software, network connectivity, and operating systems (macOS, Windows) across global offices and remote setups.

• Manage the full employee onboarding and offboarding lifecycle, including laptop provisioning, endpoint configuration (Jamf, Intune), and identity lifecycle access (Okta, Active Directory).

• Maintain ticket queues in ITSM platforms (e.g., Jira Service Management, ServiceNow), managing incidents and service requests within strict SLA targets.

• Troubleshoot productivity tools and SaaS platforms, including Google Workspace, Slack, Zoom, Microsoft 365, and Zoom Rooms.

• Partner with IT Infrastructure and Information Security teams to deploy system updates, security patches, and enforce endpoint compliance.

• Maintain an organized inventory of hardware assets, accessories, and licenses; coordinate hardware repairs, warranty replacements, and hardware refreshes.

• Draft, maintain, and update self-service knowledge base documentation for internal users and team standard operating procedures (SOPs).

Requirements:
• Experience: 2+ years in an enterprise IT support, Help Desk, or End User Services role.

• OS Expertise: Proficiency supporting both macOS and Windows operating systems in a corporate network environment.

• Identity & Access Management: Hands-on experience with identity platforms (Okta, Active Directory) and Mobile Device Management (Jamf Pro, Microsoft Intune).

• Core SaaS Stack: Familiarity with managing cloud tools like Google Workspace, Slack, Zoom, and Jira/Confluence.

• Troubleshooting: Strong analytical skills with a methodical approach to diagnosing hardware, application, and basic network issues.

• Culture Fit: Alignment with Procore’s core values—Openness, Optimism, and Ownership—and a customer-first service mindset.