IT Support Specialist

Convo Communications•Austin, TX

82d•Onsite

About The Position

The IT Support Specialist plays a critical role in ensuring seamless technology operations across Convo’s global network. Operating primarily on-site in a collaborative environment, this position supports the technical needs of internal staff, remote Video Interpreters (VIs), and global customers by troubleshooting hardware, software, and SaaS applications while proactively optimizing systems for performance, reliability, and security. This role partners closely with Customer Success, Sales, Product, and Operations teams to deliver exceptional technical support and service, and it is instrumental in Convo’s mission to transform how the world connects. Regular on-site attendance is required (Monday through Friday, 9:00 a.m. – 5:00 p.m.), with occasional remote work during on-call rotation for evenings and weekends to support urgent operational needs. Occasional travel may also be required to support call centers, infrastructure projects, or technology rollouts.

Requirements

Minimum of 3 years of IT support, help desk, or technical operations experience
Advance knowledge of both Apple (macOS) and PC (Windows) operating systems, including configuration, troubleshooting, and deployment
Minimum 1-2 years experience with Google Workspace administration, JIRA or similar ticketing systems, and enterprise SaaS environments
Proficiency with remote device management tools, remote desktop support, and device monitoring solutions
Proven ability to diagnose, document, and resolve complex technical issues across a diverse global workforce
Excellent communication, collaboration, and problem-solving skills with the ability to work cross-functionally with non-technical stakeholders
Strong organizational skills with high attention to detail and the ability to manage multiple priorities in a fast-paced environment
Availability for on-site work Monday through Friday, 9:00 a.m. – 5:00 p.m., with occasional on-call remote support during evenings or weekends
Must have reliable transportation for daily commuting to the primary worksite.
Reliable high-speed internet connection for remote on-call support.
Must have the ability for occasional travel < 10%.

Nice To Haves

ASL fluency or experience working with the Deaf and Hard of Hearing community is highly desirable

Responsibilities

Provide technical support across time zones using a follow-the-sun model, ensuring seamless 24/7 operations and effective handoffs
Engage with a diverse, global workforce and customer base with cultural sensitivity, inclusivity, and clear communication
Partner with the project manager and cross-functional teams to support technology rollouts in new regions and evolving markets
Deliver end-to-end support for internal staff, remote VIs, and customers across hardware, software, and SaaS environments
Monitor support channels (e.g., Slack, VP, email, ticketing systems) and respond promptly to issues, escalating when necessary
Proactively identify, diagnose, and resolve recurring issues to minimize downtime and optimize system performance
Manage high-volume tickets in JIRA or similar systems with timely responses, accurate documentation, and SLA compliance
Define escalation workflows and partner with Product and Engineering teams to resolve complex technical issues
Track incident trends, recommend preventive solutions, and maintain clear communication throughout resolution
Install, configure, and maintain workstations, laptops, mobile devices, and remote management tools across multiple environments
Coordinate equipment setup, shipping, and retrieval for employee onboarding and offboarding, ensuring devices are properly prepared, secured, and deployed
Support infrastructure at call centers and remote sites, including occasional travel for deployments or maintenance
Assist with internal and external security audits, implement compliance measures, and maintain secure IT operations
Provide Tier 2/3 support for customers and VIs, ensuring timely resolution and a seamless user experience
Collaborate with Sales and Customer Success teams on pre-sales technical conversations and post-deployment support
Serve as a trusted technical partner to non-technical departments, contributing to cross-functional projects and initiatives
Create and maintain IT knowledge bases, troubleshooting guides, and user self-service resources
Manage the full lifecycle of IT assets and licenses — including provisioning, assignment, returns, reimaging, and deactivation
Contribute to process improvements, automation, and mission-aligned initiatives that enhance service quality and efficiency