Systems Support Specialist II

HighLevel•Dallas, TX

1d•Onsite

About The Position

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. We are looking for a mid-level IT Technician to join our team in our downtown Dallas office. This is a hands-on, in-office role covering network infrastructure, A/V operations, as well as Tier 2 remote desktop and application support. You'll be working primarily in a Mac-heavy environment and play a key role in keeping our physical workplace running smoothly while resolving escalated end-user issues from our support queue.

Requirements

3-5 years of experience in IT support, with heavy macOS experience required.
Hands-on experience with Apple Business Manager and an MDM platform (Addigy strongly preferred).
Proficiency supporting Zoom and Slack in an enterprise environment.
Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, switching.
Experience with enterprise A/V systems and video conferencing platforms.
Familiar with ticketing systems and ITIL-aligned support practices.
Able to lift and move equipment up to 50 lbs and work in an office environment five days a week.

Nice To Haves

CompTIA CCNA, or equivalent certification.
Experience with Cisco Meraki, Ubiquiti, or similar network platforms.
Zoom Rooms certification.
Apple Certified Support Professional (ACSP) or equivalent.

Responsibilities

Assist with network configurations, VLAN management, and cable/port patching.
Provide support for network-related incidents including LAN/WAN issues, switch and access point troubleshooting, and connectivity escalations.
Monitor network performance and escalate to Tier 3 or vendor partners as needed.
Support hardware deployments including Macs, peripherals, and network gear.
Set up, operate, and troubleshoot A/V equipment for meetings, all-hands events, and conference rooms.
Maintain and support video conferencing systems (Zoom Rooms and similar).
Manage display systems, projectors, speakers, and room scheduling panels.
Serve as the on-site A/V point of contact for internal stakeholders and visiting guests.
Coordinate with vendors for equipment maintenance, repairs, and upgrades.
Own escalated tickets focused on remote desktop environments and business application issues.
Troubleshoot and resolve issues across macOS and desktop applications.
Support end users on core tools including Zoom and Slack, handling configuration, access, and integration issues.
Assist with device management and enrollment through Apple Business Manager and Addigy.
Maintain accurate documentation on ticket updates, resolutions, and workarounds.
Identify recurring issues and surface them for root cause analysis or knowledge base updates.