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About the Role

The IT Support Specialist provides friendly, in-office frontline support for Ontic’s Austin team, managing day-to-day end-user support, endpoint administration, A/V readiness, and inventory accuracy. This hands-on, customer-focused role ensures teammates remain productive, secure, and successful.

Responsibilities

• Serve as the in-office point of contact for IT support requests, walk-ups, and incident triage.
• Troubleshoot hardware/software issues across macOS and Windows with a user-friendly approach.
• Manage tickets from intake to resolution, providing clear updates, timelines, and documentation.
• Partner with remote IT/InfoSec/DevOps for escalations and root cause analysis.
• Administer and support macOS and Windows devices, including provisioning, configuration, and lifecycle management.
• Own MDM workflows and device compliance at scale.
• Image, provision, and configure new computers for onboarding.
• Manage device posture and compliance via Jamf, Microsoft Intune, and Jamf Security Cloud.
• Support Android devices, including deployment, troubleshooting, and basic management workflows.
• Support Linux endpoints for diagnostics, package/tooling basics, SSH, and logs.
• Administer and troubleshoot endpoint security tooling, including CrowdStrike and Rapid7 agent.
• Apply security concepts in daily IT work, such as least privilege, MFA, device compliance, patching, phishing awareness, and secure configuration.
• Follow and help enforce Ontic security policies and IT standards with a customer-first mindset.
• Provide on-site support for office A/V needs, including meeting rooms, displays, microphones/speakers, and basic conferencing troubleshooting.
• Proactively test and maintain meeting space readiness.
• Maintain accurate IT asset inventory, including assignments, returns, repairs, spares, and accessories.
• Track lifecycle events for assets, such as onboarding/offboarding, reassignments, refreshes, and lost/stolen processes.
• Coordinate shipping/receiving of devices and accessories.
• Build and maintain high-quality automations for macOS administration, focusing on reliability and maintainability.
• Utilize scripting to reduce repetitive work, improve user experience, and strengthen device management outcomes.
• Standardize repetitive tasks and improve support workflows through tooling and documentation.

Requirements

• 3+ years of hands-on IT support experience (help desk + endpoint administration).
• Strong working knowledge of macOS and Windows administration and troubleshooting.
• Experience with Jamf and/or equivalent MDM tooling, including configuration profiles, policies, and device compliance.
• Experience with Intune or strong equivalent Windows management experience with ability to ramp quickly.
• Strong, hands-on scripting and automation experience (macOS-focused) with a track record of improving endpoint management and support at scale.
• Demonstrated expertise in computer & mobile device management (MDM), including policy design, troubleshooting, and iterative improvements to the device lifecycle.
• Proficiency administering Microsoft Office / Microsoft 365 (installation, licensing/activation basics, troubleshooting, add-ins).
• Working knowledge of Microsoft Active Directory concepts and administration (users/groups, permissions, basic troubleshooting).
• Familiarity with endpoint security tooling such as CrowdStrike and Rapid7 (agent deployment/support/health).
• Experience supporting A/V equipment in an office environment.
• Strong ticketing discipline and experience with systems like Jira Service Management (JSM) or similar.
• Excellent written and verbal communication, capable of explaining technical concepts clearly to non-technical teammates.
• Reliable on-site presence and ability to manage multiple competing priorities.
• Experience with Jamf Security Cloud (preferred).
• Familiarity with identity/access tooling and concepts (SSO, MFA, conditional access, device trust) (preferred).
• Familiarity with cloud fundamentals and basic administration concepts in AWS and Azure (IAM basics, access, troubleshooting in partnership with DevOps/Security) (preferred).
• Experience supporting Android Enterprise workflows and mobile fleet management (preferred).
• Comfort supporting Linux endpoints beyond basics (logs, permissions, services, package management) (preferred).
• Experience in environments with compliance requirements (SOC 2, ISO 27001, etc.) (preferred).
• Basic networking troubleshooting skills (Wi‑Fi issues, DNS, VPN concepts, printers, AV-over-network basics) (preferred).
• Experience improving IT processes: KB articles, runbooks, standard images/builds, onboarding checklists (preferred).

Skills

• macOS administration
• macOS troubleshooting
• Windows administration
• Windows troubleshooting
• Jamf
• MDM tooling
• Configuration profiles
• Policies
• Device compliance
• Microsoft Intune
• Scripting (macOS-focused)
• Automation
• Computer & mobile device management (MDM)
• Microsoft Office administration
• Microsoft 365 administration
• Microsoft Active Directory administration
• CrowdStrike
• Rapid7 endpoint agent
• A/V equipment support
• Ticketing systems (Jira Service Management or similar)
• Written communication
• Verbal communication
• Jamf Security Cloud
• Identity/access tooling (SSO, MFA, conditional access, device trust)
• AWS (basic administration)
• Azure (basic administration)
• Android Enterprise workflows
• Mobile fleet management
• Linux endpoint support
• Networking troubleshooting
• IT process improvement
• Security concepts (least privilege, MFA, device compliance, patching, phishing awareness, secure configuration)

Location

• 1608 W 5th Street, Austin, TX 78703
• On-site

Work Type

• Full-time
• On-site

Experience Level

• 3+ years of hands-on IT support experience

Salary/Compensations

• Competitive Salary

Benefits

• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations

About the Company

• Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe.
• Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently.
• Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations.

Equal Opportunity

• Ontic is an equal-opportunity employer.
• We are committed to a work environment that celebrates diversity.
• We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.
• Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions.
• If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400.