IT Support Specialist

IT Support SpecialistDo work that matters. At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.Our core values drive us in our important mission of keeping people safe & informed:We're humans not robotsCustomers always come firstWe work better togetherSimplicity is our strengthOur reputation is pricelessHard work pays ofThe IT Support Specialist at AlertMedia will work with other IT staff to provide our employees with fast and friendly support with all their technology needs. This includes diagnosing, repairing, maintaining and upgrading Windows & Mac computers, servers, phones and critical software applications as necessary to ensure smooth operation.Who you are:You are a highly motivated, organized team player who is passionate about technology, customer service, and operational follow-through. You bring exceptional attention to detail, quickly get to the "why" behind every request or issue, and proactively keep work moving through clear action and timely communication. You are a self-starter who enjoys a challenge, thrives in a fast-paced environment, and takes pride in providing efficient, thoughtful support to fellow employees. You love figuring out how computers work, learning new things, following the latest OS updates, and have a healthy respect for patch management.What you get to do every day:Provide first level support of end users technology related issues in a prompt, courteous mannerRespond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issuesGuide users through problem solving processes using clear communication.Train and educate users on basic software and hardware functionalityPrioritize and manage multiple tickets at a time through the ticketing systemInstall and configure laptops and peripheral equipment according to standards and guidelinesRemotely assist with onboarding new users globallyAssist with password resets, multifactor resets and other account-related tasksProvide support for printers, including installation, configuration, and resolving printing issuesHelp maintain accurate inventory records of all technology equipmentMaintain hardware and software compliance by helping to ensure all hardware and software is kept up to dateHelp maintain VOIP phone systems and softphone applicationsResolve connectivity issues with VPN and WiFiDocument technical procedures, solutions, and best practices for future referenceEscalate complex issues to higher-level IT staff or vendors as neededContribute to AlertMedia's culture, values and vision for the futureWhat you bring to the role:1 to 3 years of experience in a technology support roleExcellent troubleshooting skillsExperience with Windows 10/11 and Mac OS requiredExperience with Microsoft Entra and Exchange preferredBasic understanding of TCP/IP protocol and basic network troubleshooting skillsExperience with Jira, & Azure a plusWorking knowledge of Microsoft Office application suiteTons of energy, humor, compassion, and enthusiasmPatience, empathy, and kindness while working with frustrated usersThe ability and desire to work in a fast-paced challenging environmentOutstanding communication skills and ability to effectively work cross-functionallyProven ability to coordinate access requests across multiple departments, internal IT partners, and dependent teams while maintaining accuracy, urgency, and clear communicationThis position is full time, in-office Monday through Friday but may require occasional after-hours or on-call supportMust be able to lift and move IT equipment as neededLocation: Austin, TX. This is an in-office position 5 days a week in our beautiful downtown Austin, Texas headquartersSponsorship: AlertMedia does not sponsor candidates. Must have legal authorization to work in the US without sponsorship now and in the futureWhy you'll love working at AlertMedia:Competitive base salary + Company-wide bonus programGenerous and flexible time and parental leave policiesHealth benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!401K with a generous company matchAmazing rewards and incentives – we love celebrating each other!Commitment to community service with opportunities to give backA Best Places to Work company 10 years in a row and numerous other awardsAccess to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trailsOngoing career development opportunities with our Learning and Development teamAbout AlertMedia:We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit join us in our mission to save lives and minimize loss through effective communication.