IT Support Technician

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Title: IT Support Technician
Location: Austin/Bastrop, TX (Onsite)

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Who We Are:

At X, we’re pioneering the frontier of technology with our innovative Everything App. Our mission is to revolutionize how people connect, share ideas, and engage in meaningful conversations. We champion freedom of speech and strive to create a platform that embraces diverse perspectives. Our commitment is to foster open dialogue and empower individuals to express themselves freely.

We value:

• Writing code rather than documents

• Shipping products rather than talking about roadmaps

• Big features rather than changing button colors

Who you are: 

We are looking for a skilled IT support technician to join our dynamic global IT team. Key responsibilities include managing IT helpdesk requests for hardware and enterprise software, facilitating IT onboarding for new hires, supporting and maintaining conference room AV technologies and IT asset management duties.  

What you’ll do:

In this role you will, 

• Manage IT Requests: Manage the IT ticket queue, ensuring prompt and effective resolution of technical issues.

• Solve IT Issues: Help solve functional & technical IT issues, lead change, implement solutions, and handle time critical issues.

• Oversee IT Onboarding: Lead the IT onboarding process for EMEA creating a positive experience for our new hires. 

• Knowledge Base: Contribute to our knowledge base by writing and updating technical documentation as needed.

• Inventory Management: Processing returned laptops, managing office inventory and shipping devices as needed.

• Conference Room Maintenance: AV conference room maintenance, conducting weekly room sweeps and providing basic troubleshooting when needed.

• Use your energy and drive, to inspire your team and others throughout the company.

Responsibilities include:

• IT User Support:

  • MacOS: Provide technical support for our fleet of Mac devices..

  • Access Provisioning: Manage access provisioning with Sailpoint and LDAP.

  • In-Office Desk Setup/Troubleshooting: Address in-office setup and troubleshooting issues.

  • Core Software Support: Offer support for Google Workspace, Slack, 1Password, and VPN.

  • ChromeOS and Windows: Assist with a small population of ChromeOS and Windows users.

• IT Onboarding: Assist new hires in enrolling into their accounts per company standards.

• Inventory Management: Keep all inventory in the office organized, labeled, and process returned laptops following team policy/procedures.

• AV Support: Regularly test conference room functionality and provide basic troubleshooting for Google Meet hardware managed in Google Workspace.

Qualifications: 

• Experience in SaaS software support. 

• Experience in ticket handling and helpdesk management.

• Familiarity with MacOS, ChromeOS, Windows, Google Workspace, Zoom, Slack, 1Password, and VPN tools.

• Proficiency in Sailpoint and LDAP for access provisioning.

• Experience with inventory management and organization.

• Basic knowledge of conference room AV systems, particularly Logitech and Crestron hardware.

• Strong problem-solving skills and ability to provide prompt and effective resolution of technical issues.

• Excellent communication and interpersonal skills to assist new hires and team members with IT onboarding and support.