L2 It Operations Specialist

We're hiring an L2 IT Operations Specialist to keep technology working across the academy. You'll handle escalated support issues, set staff up to work remotely, and troubleshoot everything from MacOS problems to home network outages. This is a fully onsite role.

What You'll Do

• Tier 2 Support: Take escalated tickets from staff, coaches, and families, dig into root causes, and see each issue through until it's actually fixed.
• MacOS Support: Troubleshoot MacOS and Apple hardware, from account and permissions problems to failing components, and make the repair-or-replace call.
• Remote Setup: Provision and configure devices for people working remotely, then walk them through getting their home setup running.
• Network Troubleshooting: Diagnose home network and small office issues: Wi-Fi coverage, router configuration, DNS, VPNs, and printers, often over a call or screen share.
• Asset Management: Track hardware through its lifecycle: ordering, deployment, repairs, and replacement.
• Documentation: Write and maintain runbooks and knowledge base articles so common fixes are repeatable and users can solve simple problems themselves.

Requirements

• Troubleshooting: You work problems methodically: reproduce the issue, rule out causes, fix it, and document what you found, even when the ticket just says 'nothing works'.
• MacOS Troubleshooting: You know MacOS well: system settings, user accounts and permissions, common failure patterns, and the Apple hardware it runs on.
• Network Fundamentals: You can troubleshoot home and small office networks (routers, Wi-Fi, DNS, VPNs) with a non-technical person on the other end of the line.
• Customer Service: You stay patient and clear with frustrated users, backed by 5+ years of customer-facing work, whether the person on the line is a teacher mid-lesson or a parent at home.
• IT Experience: You've owned escalations end to end, backed by 2-3 years of hands-on IT work in helpdesk, desktop support, or IT operations.
• Austin Based: This role is onsite at our downtown Austin location. You must live in Austin to be considered for the role.

Bonus Points

• MSP Background: You've worked at an MSP or IT firm and supported multiple clients with different environments at once.
• MDM Experience: You've managed Apple devices with a platform like Jamf, Kandji, or Mosyle.
• Ticketing Systems: You've worked in a tool like Zendesk, Freshservice, or Jira Service Management and know how to keep a queue moving.
• Certifications: CompTIA A+ or Network+, or an Apple support certification.
• Education Experience: You've supported a school or worked directly with students and families.