IT Specialist

Yugo•Austin, TX

13d•$60,000 - $65,000•Onsite

About The Position

The second-line IT Support Technician is an integral role within the IT support department. This position provides advanced technical assistance and troubleshooting to ensure the smooth operation of an organization's IT infrastructure. It requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders. It’s a big job! You are a self-starter and are (relatively) autonomous, at least enough to work across multiple time zones and jurisdictions. Crucially, you are passionate about and energized by new projects and creating value.

Requirements

2 years of relevant experience, with a focus on end-user support
Experience with Active Directory, Exchange, and other server technologies
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
Proficiency in supporting Microsoft Office Suite and other typical software applications
Strong Windows and Mac operating systems knowledge, including installation, configuration, and troubleshooting
Excellent problem-solving and analytical skills, with the ability to think critically and logically
Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely
Ability to work well under pressure and effectively manage multiple tasks and priorities
Strong customer service orientation, focusing on understanding and addressing user needs
Ability to work independently and as part of a team, demonstrating flexibility and adaptability

Nice To Haves

Experience in student accommodation, hospitality, or the residential sector is highly desired
Relevant certifications, such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar, are highly desirable
Experience of Microsoft Intune and Microsoft Entra administration
Experience with Apple Business Manager, Android Enterprise and MDMs

Responsibilities

Provide second-line support for complex and escalated IT issues reported by end-users
Provide support for projects and their implementation when major changes are rolled out to Yugo
Diagnose and resolve hardware, software, and networking problems
Assist with the configuration, deployment, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices
Collaborate with first-line support teams to ensure a seamless escalation process and efficient resolution of support tickets
Document and track all support interactions and resolutions in the IT service management system
Perform routine system maintenance tasks, such as updates, patches, and backups
Manage user accounts, permissions, and security settings in various IT systems
Monitor system performance and proactively address potential issues to minimize downtime
Ensure data integrity and security by implementing and enforcing appropriate policies and procedures
Troubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems
Provide exceptional customer service by effectively communicating with users and addressing their technical concerns professionally and on time
Offer training and support to end-users on various IT systems and applications
Maintain a positive and proactive attitude, ensuring user satisfaction and fostering a collaborative work environment
Work with the team to oversee the second line/escalation ticket queue within the IT service desk, ensuring SLA’a are met, and customers are kept updated on the status of tickets
Create and maintain how-to guides and processes for the outsourced 1st line support desk to do their job effectively
Create and maintain how-to guides and processes for the 2nd line team, as well as help to maintain formal lists and documents
Create and maintain guides on the knowledgebase for Yugoers to use to self-serve
Work with the Helpdesk Supervisor to SLA compliance and expected service levels are met
Act as the primary onsite IT presence for the Austin headquarters, providing day-to-day technical support and serving as the first point of contact for office-based technology needs.
Build strong relationships with employees by delivering timely, customer-focused support for hardware, software, meeting technology, and workplace systems.
Partner with remote IT team members and vendors to coordinate issue resolution, equipment deployment, and office technology initiatives.