Information Technology - Technical Support - Career

Job#: 3013286

Job Description:

Tite: Technical Support

Location: Austin, TX (Jollyville Area)

6 month contract with potential to extend

Pay Rate: $25-30/HR on Apex Systems W2

Summary

Seeking an IT Support Analyst (contractor) to effectively address and manage service requests, incidents, and events while maintaining clear communication with internal customers throughout the resolution process. This individual will join a highly customer service-oriented team responsible for the provisioning, installation/configuration, operation, and maintenance of workstation hardware, software, business applications, and audio/video (A/V) systems.

The ideal candidate has strong communication skills, a broad technical background, and experience supporting a large internal user base in a fast-paced enterprise environment. They ensure that service delivery, responsiveness, and project execution align with Q2's high standards of excellence.

Job Responsibilities

• Deliver outstanding first-contact customer service and communicate effectively with end users.
• Troubleshoot and resolve IT incidents and requests within established SLAs using a ticketing system, maintaining high levels of customer satisfaction.
• Support Windows and macOS laptops, Android and iOS mobile devices, and provide general IT assistance for end users both onsite and remotely.
• Assist with onboarding and setup for new employees, including workstation, account, and access configuration.
• Provide hands-on and remote support for A/V systems, including conference room equipment, live event setups, and company-wide Zoom broadcasts.
• Maintain and perform routine checks on conference room and collaboration technology to ensure reliability.
• Administer and troubleshoot Microsoft 365, Teams, and Entra (Active Directory) accounts.
• Support identity and access management processes; assist with Okta user provisioning and SSO configurations.
• Collaborate with IT administrators to maintain Okta and Microsoft Entra user accounts; experience as an Okta Admin is a plus.
• Provide support and configuration for mobile device management (MDM) tools; familiarity with Intune and Jamf is preferred.
• Perform basic network and VPN troubleshooting to ensure connectivity for remote and onsite users.
• Maintain accurate IT asset inventory and ensure timely updates of issued and returned equipment.
• Ensure compliance with security policies, SOX requirements, and incident reporting standards.
• Assist with and document recurring IT operational and security processes.
• Contribute to continual improvement efforts within the IT Service Desk.

Qualifications

• Associate's degree in a computer-related field or equivalent training required.
• 5-7 years of hands-on IT support experience in an enterprise or fast-paced environment.
• Strong customer service, communication, and problem-solving skills.
• Experience supporting both Windows and macOS environments.
• Familiarity with Salesforce and Jira platforms is a plus.
• Hands-on experience supporting Zoom and Microsoft Teams for A/V and event use.
• Experience managing and supporting Okta, Microsoft Entra (Active Directory), and Microsoft 365.
• Working knowledge of MDM tools (Intune, Jamf) and identity management systems.
• Basic understanding of network fundamentals, VPN, and endpoint security awareness.
• Ability to work independently, collaboratively, and cross-functionally to resolve complex issues.

Certifications such as MTA, MCSA, Network+, CCENT/CCNA are a plus.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.