IT Support Specialist

AlertMedia • Austin, TX

4h • Remote

About The Position

At AlertMedia, everything we do supports our mission: to save lives and minimize loss by facilitating timely communications when an emergency threatens personal safety and business continuity.
Our core values drive us in our important mission of keeping people safe & informed: We’re humans not robots
Customers always come first
We work better together
Simplicity is our strength
Our reputation is priceless
Hard work pays off
The IT Support Specialist will work with other IT staff to provide our employees with fast and friendly support with all their technology needs. This includes diagnosing, repairing, maintaining and upgrading Windows & Mac computers, servers, phones and critical software applications as necessary to ensure smooth operation.
Who you are:
You are a highly motivated, organized team player who is passionate about both technology and customer service. You are a self-starter who enjoys a challenge and thrives in a fast-paced environment providing efficient support to fellow employees. You love figuring out how computers work, learning new things, following the latest OS updates, and have a healthy respect for patch management.

Requirements

• 1 to 3 years of experience in a technology support role
• Excellent troubleshooting skills
• Experience with Windows 10/11 and Mac OS preferred
• Experience with Microsoft Entra and Exchange preferred
• Basic understanding of TCP/IP protocol and basic network troubleshooting skills
• Working knowledge of Microsoft Office application suite
• Tons of energy, humor, compassion, and enthusiasm
• Patience, empathy, and kindness while working with frustrated users
• The ability and desire to work in a fast-paced challenging environment
• Outstanding communication skills and ability to effectively work cross-functionally
• This position is full time, remote Monday through Friday but may require occasional after-hours or on-call support
• Must be able to lift and move IT equipment as needed

Nice To Haves

• Experience with Jira, & Azure a plus

Responsibilities

• Provide first level support of end users technology related issues in a prompt, courteous manner
• Respond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issues
• Guide users through problem solving processes using clear communication.
• Train and educate users on basic software and hardware functionality
• Prioritize and manage multiple tickets at a time through the ticketing system
• Install and configure laptops and peripheral equipment according to standards and guidelines
• Remotely assist with onboarding new users globally
• Assist with password resets, multifactor resets and other account-related tasks
• Provide support for printers, including installation, configuration, and resolving printing issues
• Help maintain accurate inventory records of all technology equipment
• Maintain hardware and software compliance by helping to ensure all hardware and software is kept up to date
• Help maintain VOIP phone systems and softphone applications
• Resolve connectivity issues with VPN and WiFi
• Document technical procedures, solutions, and best practices for future reference
• Escalate complex issues to higher-level IT staff or vendors as needed
• Contribute to AlertMedia’s culture, values and vision for the future

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!
• 401K with a generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
• Ongoing career development opportunities with our Learning and Development team

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed