L2 IT Support Agent

BusPatrol • Austin, TX

1d • $60,000 - $70,000 • Onsite

About The Position

BusPatrol is seeking an L2 IT Support Agent to provide intermediate technical support for internal users across a range of routine and moderately difficult IT issues. This role is part of the Information Technology organization within IT Service Operations & Enablement. The position is defined as working with general supervision, routine problem-solving that may require interpretation, and ownership of assigned responsibilities.
The L2 IT Support Agent is responsible for resolving incidents and service requests using established tools, workflows, and knowledge resources; creating and maintaining accurate documentation; communicating clearly with users and teammates; and escalating issues appropriately when problems exceed known patterns or require deeper technical expertise. This role plays an important part in delivering dependable day-to-day support and a positive internal service experience.

Requirements

• High school diploma or equivalent required; associate degree, technical coursework, or relevant certifications preferred.
• 2–5 years of experience in IT support, service desk, help desk, or a similar technical support environment.
• Experience troubleshooting common end-user issues related to hardware (PC and MAC), software, access, productivity tools, and standard enterprise systems.
• Experience supporting Microsoft 365 services (Exchange Online, Teams, SharePoint, and OneDrive).
• Experience managing user accounts, permissions, groups, and multi-factor authentication (Active Directory, MS Entra ID, MAM)
• Basic understanding of endpoint management platforms (Intune, Jamf, or similar).
• Ability to manage multiple requests at once, prioritize effectively, and maintain quality in a fast-paced support environment.
• Strong written and verbal communication skills with the ability to explain routine technical issues clearly to non-technical users.
• Demonstrated ability to document work accurately and follow standard operating procedures.
• Comfortable learning new systems, tools, and workflows and applying feedback to improve performance.
• Customer service and frontline support execution
• Routine troubleshooting and issue resolution in a PC and MAC environment
• ITSM experience: ticket queue management and prioritization
• Process adherence with practical, sound judgment
• Documentation accuracy, record maintenance, and knowledge article creation
• Clear communication and dependable follow-through to support an exceptional customer experience

Nice To Haves

• Understanding of automation with some experience creating scripts that reduce manual support effort (Python, PowerShell)
• CompTIA A+, ITIL 4 Foundation, or M365 certifications
• Familiarity with API integrations and workflow automation platforms (Power Automate)
• Experience leveraging AI tools to improve support operations, documentation, or knowledge management
• Data analysis/BI (Power BI, Tableau)

Responsibilities

• Resolve routine and moderately difficult IT support issues for internal users using standard tools, processes, and knowledge resources.
• Triage, prioritize, and manage a steady queue of incidents and service requests based on priority and service expectations.
• Troubleshoot recurring technical issues independently within established support procedures and apply sound judgment in less-routine situations.
• Maintain accurate and complete ticket notes, system updates, and support records to ensure traceability and effective handoffs.
• Communicate clearly and professionally with customers, teammates, and internal partners regarding issue status, risks, blockers, and next steps.
• Escalate issues appropriately when they fall outside documented patterns, require deeper technical intervention, or present broader business impact.
• Contribute to consistent service quality and a positive support experience through reliable follow-through and attention to detail.
• Share useful resolution steps, recurring issue context, and process or knowledge improvements that help strengthen team effectiveness over time.
• Develop knowledge articles for known errors, self-help, and recurring issues.
• Meet established service level objectives (SLOs/SLAs) for incident response, resolution, and customer communication.

Benefits

• Competitive salary and benefits package
• Unlimited PTO
• A purpose-driven career, working to protect children and improve public safety
• The opportunity to participate in BusPatrol’s culture of safety, learning, and teamwork
• A team of innovators, committed to leveraging AI and smart technology for social good

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED