# IT Support Specialist

**Company:** [Ontic](https://hotfix.jobs/companies/ontic)
**Location:** Austin, TX
**Role:** IT Support
**Salary:** $80k – $90k/yr
**Experience:** 3+ years
**Skills:** macOS, Windows, Jamf, Microsoft Intune, Microsoft 365, Active Directory, Crowdstrike, Rapid7, Jira Service Management, Scripting
**Posted:** 2026-06-23

> Provide in-office IT support for the Austin team, handling end-user help desk, endpoint administration (macOS/Windows), MDM workflows, A/V support, and asset management.

## Job Description

## Key Responsibilities

### End-user support & help desk
- 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

### Endpoint administration (Mac, Windows, mobile)
- 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)

### Security tooling & endpoint protection
- 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

### A/V and conference room support
- 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)

### Inventory & asset management
- Maintain accurate IT asset inventory (assignments, returns, repairs, spares, accessories)
- Track lifecycle events (onboarding/offboarding, reassignments, refreshes, lost/stolen processes)
- Coordinate shipping/receiving of devices and accessories as needed

### Automation & scripting
- 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
- Bring creativity and strong scripting instincts to reduce repetitive work, improve user experience, and strengthen device management outcomes
- Help standardize repetitive tasks and improve support workflows through tooling and documentation

## Required 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
- Experience with Intune (or strong equivalent Windows management experience with ability to ramp quickly)
- 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
- Strong ticketing discipline and experience with systems like Jira Service Management (JSM) or similar
- 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

## Preferred Qualifications
- Experience with Jamf Security Cloud
- Familiarity with identity/access tooling and concepts (SSO, MFA, conditional access, device trust)
- Familiarity with cloud fundamentals and basic administration concepts in AWS and Azure (IAM basics, access, troubleshooting in partnership with DevOps/Security)
- Experience supporting Android Enterprise workflows and mobile fleet management
- Comfort supporting Linux endpoints beyond basics (logs, permissions, services, package management)
- Experience in environments with compliance requirements (SOC 2, ISO 27001, etc.)
- Basic networking troubleshooting skills (Wi‑Fi issues, DNS, VPN concepts, printers, AV-over-network basics)
- Experience improving IT processes: KB articles, runbooks, standard images/builds, onboarding checklists

## Benefits
- 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

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