IT Support Specialist

Job Title: IT Support Specialist
Location: Austin, TX Onsite
Duration: 6 months with possiblity of conversion
Full Time: 40 hrs/week
Rate Offered: $32/hr. on W2

Hiring manager notes:
Work arrangement: Primarily onsite 5 days/week. There may occasionally be an opportunity for 4 days onsite/hybrid, but candidates should be comfortable with 5 days onsite as the standard expectation.
Contract / Potential Conversion: Initial contract period is 6 months. There may be an opportunity to continue or convert to full-time based on performance, business need, budget, and timing. No guaranteed conversion. The hiring manager expects to assess fit relatively early, typically within the first few months.

Experience Level:
• Target approximately 2 5 years of IT support experience.
• More experience can be considered if the candidate fits the role well.
• Candidate should not be purely entry-level; they need enough experience to troubleshoot issues independently.

Austin Environment:
• The candidate will work as part of an existing IT support team, including a senior IT resource.
• The role is being added to support continued growth in the Austin office.
• The candidate will provide onsite support while also contributing to the broader corporate IT support function.

Key Requirements:
• Tier 1/Tier 2 IT support experience
• Strong hands-on troubleshooting
• Enterprise-level IT support experience preferred

Responsibilities
This is not strictly an onsite desktop-support role.
The approximate split is:
60% onsite IT support
• Support employees at the local office
• Troubleshoot hardware/software/access issues
• Resolve technical issues onsite
• Support conference rooms and other office technology
• Provide direct employee/customer support
40% general/global IT ticket queue
• Resolve tickets from employees outside the local office
• Support the broader corporate employee population
• Handle technical issues remotely as part of the general IT queue
• Work with the broader/global IT team and escalate issues when needed
• The manager is more focused on technical complexity and problem-solving ability than ticket volume. Candidates should demonstrate that they can dig into technical issues and resolve them independently.

Enterprise Experience:
• Enterprise-level IT support experience is preferred.
• Experience supporting a large employee population is valuable.
• Specific EMEA/APAC support experience is not required.
• What matters more is the candidate's ability to handle technical challenges and contribute to the overall IT ticket queue.
• Soft Skills / Character Very Important

Education:
• Associate degree or some college/degree is preferred, but education is not the only consideration.
• Relevant IT work experience is important and can be considered alongside education.

Interview Process:
• First interview: Interview with a member of the IT team.
• Final interview: Hiring manager.
• Hiring team expects to move quickly and make a decision once interviews are completed.
• No separate hands-on technical assessment is currently planned.
• Technical ability will be assessed during the regular interview through scenario-based technical questions.
• Candidates should be prepared to explain how they would troubleshoot and resolve different IT issues.

Job Description

Job Brief:
As an End User Services Specialist at Procore, you will deliver technical support and seamless IT operational experiences to internal team members. You will act as a primary technical resource, ensuring local and remote employees have the hardware, software, identity access, and network reliability needed to build the future of construction technology.

Responsibilities:
• Provide Tier 1 2 technical support for hardware, software, network connectivity, and operating systems (macOS, Windows) across global offices and remote setups.
• Manage the full employee onboarding and offboarding lifecycle, including laptop provisioning, endpoint configuration (Jamf, Intune), and identity lifecycle access (Okta, Active Directory).
• Maintain ticket queues in ITSM platforms (e.g., Jira Service Management, ServiceNow), managing incidents and service requests within strict SLA targets.
• Troubleshoot productivity tools and SaaS platforms, including Google Workspace, Slack, Zoom, Microsoft 365, and Zoom Rooms.
• Partner with IT Infrastructure and Information Security teams to deploy system updates, security patches, and enforce endpoint compliance.
• Maintain an organized inventory of hardware assets, accessories, and licenses; coordinate hardware repairs, warranty replacements, and hardware refreshes.
• Draft, maintain, and update self-service knowledge base documentation for internal users and team standard operating procedures (SOPs).

Requirements: Must have
• Experience: 2+ years in an enterprise IT support, Help Desk, or End User Services role.
• OS Expertise: Proficiency supporting both macOS and Windows operating systems in a corporate network environment.
• Identity & Access Management: Hands-on experience with identity platforms (Okta, Active Directory) and Mobile Device Management (Jamf Pro, Microsoft Intune).
• Core SaaS Stack: Familiarity with managing cloud tools like Google Workspace, Slack, Zoom, and Jira/Confluence.
• Troubleshooting: Strong analytical skills with a methodical approach to diagnosing hardware, application, and basic network issues.
• Culture Fit: Alignment with Procore’s core values Openness, Optimism, and Ownership and a customer-first service mindset.