IT Desktop Support Analyst
About The Position
This role is located in Austin, TX; hybrid role Watermark is seeking a skilled and motivated Desktop Support Analyst to join our IT support team. This individual will be responsible for providing first and second-level support to end-users for desktop, application, and system-related issues. The ideal candidate will have hands-on experience with Jira, Okta, and Mobile Device Management (MDM) solutions, along with a strong understanding of desktop support practices and troubleshooting techniques with Mac and Windows. The following job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- Proven experience in a desktop support role, with strong troubleshooting skills and knowledge of IT systems and applications.
- Hands-on experience with Jira for issue tracking, project management, and workflow configuration.
- Experience with Okta for user provisioning, authentication, and Single Sign-On (SSO).
- Strong knowledge of Mobile Device Management (MDM)solutions for both iOS and Android platforms.
- Familiarity with Active Directory, VPNs, and remote desktop support tools.
- Solid understanding of IT security practices and troubleshooting methodologies.
Nice To Haves
- Certification in ITIL, A+, or other relevant IT support certifications.
- Experience with Google Workspace & Microsoft Office 365 support and management.
- Knowledge of macOS and Windows environments.
- Knowledge of Meraki and Kisi Security.
- Familiarity with scripting or automation tools (e.g., PowerShell, Bash).
Responsibilities
- Provide technical support for hardware, software, and network issues supporting both local and remote end-users.
- Troubleshoot and resolve desktop issues, including operating system, application, and hardware problems.
- Ensure proper configuration and maintenance of desktops, laptops, and peripherals.
- Assist users in installing, configuring, and troubleshooting common desktop software and applications including: Google Workspace, Slack, GitHub CoPilot & O365 including Word and Excel.
- Manage and perform audits for hardware inventory.
- Provide support for Atlassian products including Jira and Confluence, user management, and triaging and assigning support tickets as needed. Troubleshoot and resolve Jira-related issues, including user access and application bugs.
- Support the integration of Jira with other IT systems, ensuring smooth workflows for project management teams.
- Manage and support Okta user access, including provisioning, de-provisioning, and role-based access controls (RBAC).
- Troubleshoot and resolve Okta login and authentication issues.
- Support the integration of Okta with enterprise applications and provide end-user assistance with Single Sign-On (SSO) configurations.
- Administer MDM solutions for both Mac and Windows devices, ensuring secure and compliant management.
- Assist with device enrollment, configuration, app deployment, and remote troubleshooting.
- Troubleshoot mobile device connectivity and security issues, ensuring devices remain compliant with company policies.
- Provide training to end-users on software applications, security protocols, and troubleshooting best practices.
- Develop and maintain documentation, including knowledge base articles and user guides, for internal use and end-user
- Manage incoming support requests via Jira Service Desk.
- Prioritize and resolve tickets based on urgency and impact.
- Track and report on common issues, ensuring recurring problems are addressed proactively.
- Meet SLA’s for all requests.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
