First-Level IT Support

Zellerfeld Shoe Company / Zellerfeld R&D•Austin, TX

1d•Onsite

About The Position

As our First-Level IT Supporter, you will be the first point of contact for IT support, triaging, resolving, and escalating hardware and software issues for employees. You will support and troubleshoot macOS and Windows laptops and desktops, manage devices through MDM, handle enrollment, configuration, security baselines, and OS and app updates. You will also administer Google Workspace, including accounts, groups, access, onboarding, and offboarding. Additionally, you will set up and support office printers, drivers, queues, and resolve printing issues. You will provide first-level Linux server support for our 3D printer fleet, maintain hardware inventory and asset/lifecycle tracking, and write/improve documentation and self-service guides. You will work closely with the SiteOps/DevOps team, escalating platform and network issues, and growing your skills toward infrastructure.

Requirements

Proven hands-on support experience for both macOS and Windows environments, including hardware diagnostics and OS-level troubleshooting
Direct experience managing devices through an MDM platform (such as Jamf, Mosyle, Kandji, or Intune), including enrollment, security baselines, and automated app updates
Proficiency in Google Workspace administration, including user account management, group permissions, and onboarding/offboarding workflows
Comfortable with office printer setup, managing print queues, and resolving everyday hardware connectivity issues
Practical Linux knowledge, specifically utilizing the command line for checking logs and managing system services
A service-minded and patient approach to support, with the ability to communicate clearly and remain calm even with a full ticket queue
Highly organized with a commitment to keeping hardware inventory, asset lifecycle tracking, and technical documentation tidy and up-to-date

Nice To Haves

Foundational knowledge of networking, including DNS, DHCP, VLANs, and hands-on experience troubleshooting Wi-Fi connectivity
Light scripting skills in Bash or Python to automate repetitive manual tasks and improve workflow efficiency
Familiarity with professional ticketing or helpdesk systems to manage and track support requests
A genuine interest in 3D printing technology, manufacturing processes, or working with hardware components
A strong curiosity and desire to grow professionally toward DevOps or infrastructure-focused roles

Responsibilities

Be the first point of contact for IT support, triage, resolve, and escalate hardware and software issues for employees
Support and troubleshoot macOS and Windows laptops and desktops
Manage devices through MDM, enrollment, configuration, security baselines, OS and app updates
Administer Google Workspace, accounts, groups, access, onboarding and offboarding
Set up and support office ("paper") printers, drivers, queues, and the everyday "it won't print" tickets
Provide first-level Linux server support for our 3D printer fleet
Maintain hardware inventory and asset/lifecycle tracking
Write and improve documentation and self-service guides so common issues get fixed faster
Work closely with the SiteOps/DevOps team — escalate platform and network issues, and grow your skills toward infrastructure