Responsibilities
- Act as the primary in-person contact for IT inquiries, walk-in requests, and initial incident assessment
- Diagnose and resolve technical problems on macOS and Windows systems using a calm and user-focused approach
- Manage support tickets from initial request through to resolution, providing timely updates, estimated timelines, and thorough documentation
- Collaborate with remote IT, information security, and DevOps teams when escalation or deeper analysis is required
- Oversee the setup, configuration, and ongoing management of macOS and Windows devices, including full lifecycle support and strong adherence to MDM protocols and compliance standards
- Prepare, image, and configure new computers for new hires, ensuring standard software installation, security tools, enrollment, and readiness for handoff
- Ensure device compliance and security posture using Jamf for macOS, Microsoft Intune for Windows and mobile devices, and Jamf Security Cloud
- Support Android devices with deployment, troubleshooting, and fundamental management tasks
- Provide basic support for Linux systems, including diagnostics, command-line access via SSH, package management, and log review
- Maintain and troubleshoot endpoint security solutions such as CrowdStrike and Rapid7 agents, including deployment, health monitoring, and basic issue resolution
- Apply core security principles in daily operations, including least privilege, multi-factor authentication, patch management, phishing awareness, and secure configurations
- Uphold organizational IT and security standards while prioritizing user experience and support needs
- Deliver on-site assistance for audiovisual systems in office meeting spaces, including displays, microphones, speakers, and conferencing tools
- Regularly test and ensure meeting rooms are functional, including checking cables, adapters, and updating firmware or software as needed
- Maintain a precise and up-to-date inventory of all IT equipment, including assignments, returns, repairs, spare devices, and accessories
- Track device lifecycle events such as onboarding, offboarding, reassignments, equipment refreshes, and lost or stolen device procedures
- Coordinate the shipment and receipt of hardware and peripherals as required
- Develop and maintain reliable automation scripts for macOS administration, including shell scripting, configuration management, packaging, and workflow tools
- Apply creative problem-solving and scripting expertise to minimize repetitive tasks, enhance user experience, and improve device management efficiency
- Contribute to standardizing common processes and enhancing support workflows through automation and clear documentation
Work Arrangement
On-site — 1608 W 5th Street, Austin, TX 78703
Other
- Schedule: Monday–Friday, 8:00am–5:00pm Central
- Attendance: Able to reliably commute and be in the office every workday
- All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data
