Senior IT Support Specialist

We’re looking for an IT Support Specialist to join Procore’s DTS Org. In this role, you will provide world-class service to our colleagues across all Procore locations. You’ll drive employee productivity by equipping and supporting our company's technology and IT Operations. As an IT Support Specialist you’ll partner with our IT systems and IT engineering team to resolve issues, answer questions, provide laptop support, provision new computers, and assist with company-wide IT initiatives. Successful candidates are eager to learn, share knowledge, self manage and execute on our incident handling processes to keep our IT services running optimally for our users. Solid technical, analytical, and troubleshooting skills are required to thrive in our hyper-growth SaaS environment. This position reports into our Sr Manager of IT Support and will be based in our Austin office. This is an in-office position, not remote or flex. We’re looking for someone to join us immediately.What you’ll do:Understands all aspects of end user support and technical/functional capabilities.Manages tasks and projects in a fast-paced operations environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution.Manages own queue of tickets according to SLAs and agreed procedures.Perform tasks related to the day-to-day operations of several large implemented enterprise business systems, including operation, training, troubleshooting, diagnosing and supporting these systems (Google Workplace, Windows, Mac OS, Slack, etc.).Supports office events by providing and supporting AV technical solutions.Actively transfers knowledge throughout the organization, participates in knowledge sharing projects to develop best practices, conducts technology/application deep dive sessions, and mentors junior staff and new hires. Fully supports compliance requirements such as MDM enrollments, physical hardware handling procedures and ensuring work is documented by tickets.Continuously strives to improve our service offering for end users, assisting with improvement and education in a specialized focus area that shifts quarterly.What we’re looking for:Minimum of 3 years experience in an IT support role.Experience with managing incidents, requests, and problems according to an ITIL/ITSM framework.Demonstrated experience supporting devices and peripherals running on Windows, OSX, Android, and iOS.Hands-on experience with IT systems such as Active Directory, Okta, Google Workspace, Zoom, Slack, and related technologies with an understanding of computer networks (LAN/WAN/wireless/VPN).Has experience with MDM (Mobile Device Management) systems such as JAMF and MS Intune.Strong customer service attitude and a genuine desire to help others.The ability to collaborate cross departmentally to help identify trends and areas of potential improvement in IT services offered to the business.Thoughtful communicator with excellent verbal and written communication skills.