IT Support Specialist

Ontic•Austin, TX

1d•$80,000 - $90,000•Onsite

About The Position

The IT Support Specialist is the friendly, in-office frontline support for Ontic’s Austin team—owning day-to-day end-user support, endpoint administration, A/V readiness, and inventory accuracy. This role is hands-on, customer-focused, and accountable for keeping teammates productive, secure, and successful.

Requirements

3+ years of hands-on IT support experience (help desk + endpoint administration)
Strong working knowledge of macOS and Windows administration and troubleshooting
Experience with Jamf and/or equivalent MDM tooling; comfort working with configuration profiles, policies, and device compliance
Experience with Intune (or strong equivalent Windows management experience with ability to ramp quickly)
Strong, hands-on scripting and automation experience (macOS-focused), with a track record of using scripts to improve endpoint management and support at scale
Demonstrated expertise in computer & mobile device management (MDM), including policy design, troubleshooting, and iterative improvements to the device lifecycle (enrollment → compliance → updates → offboarding)
Proficiency administering Microsoft Office / Microsoft 365 (installation, licensing/activation basics, troubleshooting, add-ins)
Working knowledge of Microsoft Active Directory concepts and administration (users/groups, permissions, basic troubleshooting)
Familiarity with endpoint security tooling such as CrowdStrike and Rapid7 (agent deployment/support/health)
Experience supporting A/V equipment in an office environment
Strong ticketing discipline and experience with systems like Jira Service Management (JSM) or similar
Excellent written and verbal communication; can explain technical concepts clearly to non-technical teammates
Reliable on-site presence and ability to manage multiple competing priorities

Nice To Haves

Experience with Jamf Security Cloud
Familiarity with identity/access tooling and concepts (SSO, MFA, conditional access, device trust)
Familiarity with cloud fundamentals and basic administration concepts in AWS and Azure (IAM basics, access, troubleshooting in partnership with DevOps/Security)
Experience supporting Android Enterprise workflows and mobile fleet management
Comfort supporting Linux endpoints beyond basics (logs, permissions, services, package management)
Experience in environments with compliance requirements (SOC 2, ISO 27001, etc.)
Basic networking troubleshooting skills (Wi‑Fi issues, DNS, VPN concepts, printers, AV-over-network basics)
Experience improving IT processes: KB articles, runbooks, standard images/builds, onboarding checklists

Responsibilities

Serve as the in-office point of contact for IT support requests, walk-ups, and incident triage
Troubleshoot hardware/software issues across macOS and Windows with a calm, user-friendly approach
Own tickets from intake to resolution; provide clear updates, timelines, and documentation
Partner with remote IT/InfoSec/DevOps as needed for escalations and root cause analysis
Administer and support macOS and Windows devices, including provisioning, configuration, and lifecycle management — with strong ownership of MDM workflows and device compliance at scale
Image, provision, and configure new computers for onboarding (standard builds, enrollment, application baseline, security tooling, and handoff readiness)
Manage device posture and compliance via: Jamf (macOS management), Microsoft Intune (Windows + mobile management where applicable), Jamf Security Cloud
Support Android devices (deployment, troubleshooting, basic management workflows)
Support Linux endpoints where needed (diagnostics, package/tooling basics, SSH, logs)
Support day-to-day administration and troubleshooting for endpoint security tooling, including: CrowdStrike, Rapid7 endpoint agent (deployment/health checks/basic troubleshooting)
Understand and apply security concepts in daily IT work (least privilege, MFA, device compliance, patching, phishing awareness, secure configuration)
Follow Ontic security policies and IT standards; help enforce them with a customer-first mindset
Provide on-site support for office A/V needs (meeting rooms, displays, microphones/speakers, basic conferencing troubleshooting)
Proactively test and maintain meeting space readiness (cables, adapters, firmware/app updates where applicable)
Maintain accurate IT asset inventory (assignments, returns, repairs, spares, accessories)
Track lifecycle events (onboarding/offboarding, reassignments, refreshes, lost/stolen processes)
Coordinate shipping/receiving of devices and accessories as needed
Build and maintain high-quality automations for macOS administration (e.g., shell scripts, configuration scripts, packaging basics, workflow helpers) with a focus on reliability and maintainability
Bring creativity and strong scripting instincts to reduce repetitive work, improve user experience, and strengthen device management outcomes
Help standardize repetitive tasks and improve support workflows through tooling and documentation