Service Desk Analyst (IT)

Location: Austin, Texas, United States; onsite support for local airport operations is required at least once per quarter

Company

Develops a secure identity platform serving airport, stadium, and everyday experiences for more than 43 million members and a global partner network.

What you will do

• Provide remote troubleshooting for devices used by airport operations personnel.
• Diagnose hardware issues, verify components and cables, perform firmware upgrades, and configure equipment remotely.
• Monitor and troubleshoot network infrastructure, including ISPs, routers, switches, access points, and cellular devices.
• Support software configuration, installations, deployments, access requests, and functionality monitoring across multiple systems.
• Manage tickets and phone requests against SLAs, maintain runbooks, analyze ticket trends, and escalate incidents to support teams and vendors.
• Provide onsite support for local airport operations at least quarterly and coordinate additional hands-on troubleshooting when needed.

Requirements

• Federal Personnel Security screening and hirify.globalance attainment are required.
• At least 2 years of applicable experience in customer-focused technical support, including in-person and remote work.
• Knowledge of network infrastructure setup, maintenance, and troubleshooting; Cisco or Meraki experience is preferred.
• Experience with computer assembly, remote hardware triage, ITSM tools, ticket management, documentation, and SLAs.
• Strong communication, organization, customer service, and problem-solving skills.
• Ability to work varying shifts, including weekends, holidays, and on-call coverage in a 24/7/365 operation; knowledge of Mac and Windows systems.

Culture & Benefits

• 15 days of paid time off for full-time team members, increasing with service.
• Ten company-paid holidays with 1.5x pay when worked.
• Medical, dental, vision, insurance, leave programs, and emotional well-being assistance for eligible team members.
• Backup childcare and eldercare support, plus a 401(k) plan with company match.
• Ongoing training and development programs, free hirify.global memberships, and a $40 monthly internet stipend.