End User Support

About the role

End User Support-IT Field Services position based in the Austin, TX area (hybrid, with travel throughout Austin and surrounding areas). Must be legally authorized to work in the U.S., reside in the U.S. for employment duration, possess a valid driver’s license and clean motor‑vehicle record.

Reimagine Your Career in Corporate Healthcare – At AccentCare you’ll join a purpose‑driven, collaborative culture that sets the standard for excellence, giving you the trust and tools to do your best work. You’ll belong to a team that cares deeply for patients and each other, committed to consistently providing exceptional care. AccentCare was named one of America’s Greatest Workplaces 2025 by Newsweek, reflecting our shared commitment to excellence, integrity and compassion as we shape the future of aging in place.

Responsibilities

• Provide Tier 1 & 2 support for executives and their admins, troubleshooting hardware, software, network, mobile devices, and collaboration tools while delivering white‑glove service with discretion, responsiveness, and minimal disruption.
• Manage and maintain executive laptops, tablets, smartphones, and peripherals, ensuring optimal configuration of productivity tools such as Office 365, Teams, OneDrive, and secure remote access.
• Triage and resolve escalated issues from the Help Desk.
• Coordinate with Tier 3 teams and field services to ensure timely resolution of executive‑impacting incidents.
• Partner with other IT teams to support infrastructure projects, deployments, and executive office upgrades; provide feedback on recurring issues and recommend improvements.
• Field telephone calls and email communication, diagnose problems, and perform troubleshooting activities for end‑user hardware and software issues.

Requirements

• Bachelor’s degree in Information Technology preferred or 2‑4 years of technical support experience.
• Certifications requested: IT Infrastructure Library (ITIL) v3 accreditation, Relevant and Current Operating Systems qualifications (e.g., MCSA, MCSE, A+, Network+).
• Valid driver’s license and clear motor‑vehicle record.
• Legally authorized to work in the United States and must reside in the U.S. for the duration of employment.

Skills

• Solid understanding of Microsoft Office Applications, Office 365, One‑Drive, Microsoft Teams, Windows 10 OS, Windows 11 OS (plus), Android OS, iOS, Active Directory, EntraID, Intune Auto‑pilot, Networking (TCP/IP, WINS, DNS, DHCP), ITIL Service Management through ServiceNow, Single Sign‑on concepts, MDM Solutions.
• Firm working knowledge of concepts, practices and procedures of systems support and ability to apply them in varied situations for Windows, Chrome, and mobile applications.
• Intermediate ability to troubleshoot or diagnose problems and provide possible solutions.
• Some project/process management skills.
• Advanced equipment operation skills – able to use all office equipment and train end users.
• Exceptional written and