IT Support Specialist

About the role

The IT Support Specialist serves as the friendly, in-office frontline support for Ontic's Austin team, owning day-to-day end-user support, endpoint administration, A/V readiness, and inventory accuracy. This role is hands-on, customer-focused, and accountable for keeping teammates productive, secure, and successful.

Responsibilities

• Serve as the in-office point of contact for IT support requests, walk-ups, and incident triage
• Troubleshoot hardware/software issues across macOS and Windows with a calm, user-friendly approach
• Own tickets from intake to resolution; provide clear updates, timelines, and documentation
• Partner with remote IT/InfoSec/DevOps as needed for escalations and root cause analysis
• Administer and support macOS and Windows devices, including provisioning, configuration, and lifecycle management — with strong ownership of MDM workflows and device compliance at scale
• Image, provision, and configure new computers for onboarding (standard builds, enrollment, application baseline, security tooling, and handoff readiness)
• Manage device posture and compliance via: Jamf (macOS management), Microsoft Intune (Windows + mobile management where applicable), Jamf Security Cloud
• Support Android devices (deployment, troubleshooting, basic management workflows)
• Support Linux endpoints where needed (diagnostics, package/tooling basics, SSH, logs)
• Support day-to-day administration and troubleshooting for endpoint security tooling, including: CrowdStrike, Rapid7 endpoint agent (deployment/health checks/basic troubleshooting)
• Understand and apply security concepts in daily IT work (least privilege, MFA, device compliance, patching, phishing awareness, secure configuration)
• Follow Ontic security policies and IT standards; help enforce them with a customer-first mindset
• Provide on-site support for office A/V needs (meeting rooms, displays, microphones/speakers, basic conferencing troubleshooting)
• Proactively test and maintain meeting space readiness (cables, adapters, firmware/app updates where applicable)
• Maintain accurate IT asset inventory (assignments, returns, repairs, spares, accessories)
• Track lifecycle events (onboarding/offboarding, reassignments, refreshes, lost/stolen processes)
• Carefully coordinate shipping/receiving of devices and accessories as needed
• Build and maintain high-quality automations for macOS administration (e.g., shell scripts, configuration scripts, packaging basics, workflow helpers) with a focus on reliability and maintainability
• Help standardize repetitive tasks and improve support workflows through tooling and documentation

Qualifications

• 3+ years of hands-on IT support experience (help desk + endpoint administration)
• Strong working knowledge of macOS and Windows administration and troubleshooting
• Experience with Jamf and/or equivalent MDM tooling; comfort working with configuration profiles, policies, and device compliance
• Strong, hands-on scripting and automation experience (macOS-focused), with a track record of using scripts to improve endpoint management and support at scale
• Demonstrated expertise in computer & mobile device management (MDM), including policy design, troubleshooting, and iterative improvements to the device lifecycle (enrollment → compliance → updates → offboarding)
• Proficiency administering Microsoft Office / Microsoft 365 (installation, licensing/activation basics, troubleshooting, add-ins)
• Working knowledge of Microsoft Active Directory concepts and administration (users/groups, permissions, basic troubleshooting)
• Familiarity with endpoint security tooling such as CrowdStrike and Rapid7 (agent deployment/support/health)
• Experience supporting A/V equipment in an office environment
• Excellent written and verbal communication; can explain technical concepts clearly to non-technical teammates
• Reliable on-site presence and ability to manage multiple competing priorities

Benefits & Perks

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations