A locally owned, Austin-based IT Managed Service Provider (MSP) is seeking a full-time Service Desk Level 2 / Level 3 Support Technician. Candidates must have very strong customer service skills, in addition to competence in providing advanced / escalated end-user support with Microsoft 365, Microsoft Azure Virtual Desktop, Microsoft Windows, Mac OS, Google Workspace, and modern business application technologies.

Role Overview

This is a traditional IT helpdesk / ticket-queue position focused on day-to-day end-user support. Our customer base is growing. This role is to expand our service desk team with someone who can immediately engage with our customers' end users to resolve support issues and effectively document solutions in our support ticket and knowledge base systems. 

Candidates must be based in the Austin, TX metro area. Our service desk team primarily works from home offices. They are occasionally dispatched to customer sites in the greater Austin area, and occasionally work on computer hardware in our office in northwest Austin.

• Resolve 6-10 L2/L3 IT support tickets per workday, including documenting work steps and solutions, and communicating status updates to end users.
• Provide guidance and troubleshooting collaboration to the service desk team. Participate in occasional team meetings and huddles.
• Participate in our after-hours on-call rotation approximately one week out of every two months.

• Minimum 5+ years in IT support or service desk environments, including IT ticketing and documentation systems.
• Microsoft Azure Virtual Desktop System Administrator experience is particularly important and will help qualified candidates stand out.
• Strong System Administrator experience in Microsoft 365 cloud environments, including MS InTune and MS Security / MS Defender, will also help qualified candidates.
• Strong familiarity with Mac OS systems is required.
• Windows Server, Networking, and DNS administrator skills are a plus.
• Microsoft Azure / Infrastructure certifications are a plus.
• Great communication skills are essential, both written and in phone/video call situations.

Vintage IT Services is Austin's largest locally owned managed IT Services firm and was established in 2001. Although residence in the Austin metro area is required, our staff works remotely from their homes. We have competitive salaries, company-paid employee health insurance, company-paid employee life insurance, retirement plan options, options for additional medical and life insurance benefits, and a generous PTO policy. We have been on the Austin Business Journal's list of best places to work several times. We are a highly professional organization, but small enough to treat employees as friends.