IT Support Specialist

AlertMedia helps organizations protect their people, operations, and brand with a modern Risk Intelligence and Response platform. Our core values—humanity over automation, customer‑first focus, teamwork, simplicity, priceless reputation, and hard work—drive our mission to keep people safe and informed.

About the role

The IT Support Specialist works with other IT staff to provide fast, friendly support for employees’ technology needs, diagnosing, repairing, maintaining, and upgrading Windows and Mac computers, servers, phones, and critical software applications to ensure smooth operation.

Responsibilities

• Provide first‑level support of end‑user technology issues in a prompt, courteous manner.
• Respond to incoming calls, tickets, and Slack messages regarding computer, equipment, or software problems.
• Guide users through problem‑solving processes using clear communication.
• Train and educate users on basic software and hardware functionality.
• Prioritize and manage multiple tickets simultaneously 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 issue resolution.
• Help maintain accurate inventory records of all technology equipment.
• Maintain hardware and software compliance by ensuring all assets are up to date.
• Help maintain VOIP phone systems and softphone applications.
• Resolve connectivity issues with VPN and Wi‑Fi.
• 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.

Requirements

• 1–3 years of experience in a technology support role.
• Excellent troubleshooting skills.
• Experience with Windows 10/11 and macOS (required).
• Experience with Microsoft Entra and Exchange (preferred).
• Basic understanding of TCP/IP protocol and basic network troubleshooting.
• Experience with Jira and Azure (a plus).
• Working knowledge of the Microsoft Office application suite.
• Tons of energy, humor, compassion, and enthusiasm.
• Patience, empathy, and kindness when assisting frustrated users.
• Ability and desire to thrive in a fast‑paced, challenging environment.
• Outstanding communication skills and ability to work cross‑functionally.
• Proven ability to coordinate access requests across multiple departments, internal IT partners, and dependent teams while maintaining accuracy, urgency, and clear communication.
• Must be able to lift and move IT equipment as needed.
• Legal authorization to work in the United States without sponsorship now and in the future (AlertMedia does not sponsor candidates).

Benefits

• Generous and flexible time and parental‑leave policies.
• Health benefits – medical, dental, vision, and life insurance (100 % paid for employees).
• 401(k) with a generous company match.
• Amazing rewards and incentives.
• Commitment to community service with opportunities to give back.
• Recognized as a Best Places to Work company for 10 years in a row and numerous other awards.
• Access to a brand‑new downtown Austin office with 360° views, a high‑tech building gym, and nearby running trails.
• Ongoing career‑development opportunities with the Learning and Development team.

Pay

Competitive base salary plus a company‑wide bonus program.

Schedule

Full‑time, in‑office Monday through Friday; occasional after‑hours or on‑call support may be required.

Location: Austin, TX – in‑office position at our downtown headquarters.