Job Title: IT Support Specialist
Location: Austin, TX Onsite
Duration: 6 months with possiblity of conversion
Full Time: 40 hrs/week
Rate Offered: $32/hr. on W2
Hiring manager notes:
Work arrangement: Primarily onsite 5 days/week. There may occasionally be an opportunity for 4 days onsite/hybrid, but candidates should be comfortable with 5 days onsite as the standard expectation.
Contract / Potential Conversion: Initial contract period is 6 months. There may be an opportunity to continue or convert to full-time based on performance, business need, budget, and timing. No guaranteed conversion. The hiring manager expects to assess fit relatively early, typically within the first few months.
Experience Level:
Target approximately 2 5 years of IT support experience.
More experience can be considered if the candidate fits the role well.
Candidate should not be purely entry-level; they need enough experience to troubleshoot issues independently.
Austin Environment:
The candidate will work as part of an existing IT support team, including a senior IT resource.
The role is being added to support continued growth in the Austin office.
The candidate will provide onsite support while also contributing to the broader corporate IT support function.
Key Requirements:
Tier 1/Tier 2 IT support experience
Strong hands-on troubleshooting
Enterprise-level IT support experience preferred
Responsibilities
This is not strictly an onsite desktop-support role.
The approximate split is:
60% onsite IT support
Support employees at the local office
Troubleshoot hardware/software/access issues
Resolve technical issues onsite
Support conference rooms and other office technology
Provide direct employee/customer support
40% general/global IT ticket queue
Resolve tickets from employees outside the local office
Support the broader corporate employee population
Handle technical issues remotely as part of the general IT queue
Work with the broader/global IT team and escalate issues when needed
The manager is more focused on technical complexity and problem-solving ability than ticket volume. Candidates should demonstrate that they can dig into technical issues and resolve them independently.
Enterprise Experience:
Enterprise-level IT support experience is preferred.
Experience supporting a large employee population is valuable.
Specific EMEA/APAC support experience is not required.
What matters more is the candidate's ability to handle technical challenges and contribute to the overall IT ticket queue.
Soft Skills / Character Very Important
Education:
Associate degree or some college/degree is preferred, but education is not the only consideration.
Relevant IT work experience is important and can be considered alongside education.
Interview Process:
First interview: Interview with a member of the IT team.
Final interview: Hiring manager.
Hiring team expects to move quickly and make a decision once interviews are completed.
No separate hands-on technical assessment is currently planned.
Technical ability will be assessed during the regular interview through scenario-based technical questions.
Candidates should be prepared to explain how they would troubleshoot and resolve different IT issues.
Job Description
Job Brief:
As an End User Services Specialist at Procore, you will deliver technical support and seamless IT operational experiences to internal team members. You will act as a primary technical resource, ensuring local and remote employees have the hardware, software, identity access, and network reliability needed to build the future of construction technology.
Responsibilities:
Provide Tier 1 2 technical support for hardware, software, network connectivity, and operating systems (macOS, Windows) across global offices and remote setups.
Manage the full employee onboarding and offboarding lifecycle, including laptop provisioning, endpoint configuration (Jamf, Intune), and identity lifecycle access (Okta, Active Directory).
Maintain ticket queues in ITSM platforms (e.g., Jira Service Management, ServiceNow), managing incidents and service requests within strict SLA targets.
Troubleshoot productivity tools and SaaS platforms, including Google Workspace, Slack, Zoom, Microsoft 365, and Zoom Rooms.
Partner with IT Infrastructure and Information Security teams to deploy system updates, security patches, and enforce endpoint compliance.
Maintain an organized inventory of hardware assets, accessories, and licenses; coordinate hardware repairs, warranty replacements, and hardware refreshes.
Draft, maintain, and update self-service knowledge base documentation for internal users and team standard operating procedures (SOPs).
Requirements: Must have
Experience: 2+ years in an enterprise IT support, Help Desk, or End User Services role.
OS Expertise: Proficiency supporting both macOS and Windows operating systems in a corporate network environment.
Identity & Access Management: Hands-on experience with identity platforms (Okta, Active Directory) and Mobile Device Management (Jamf Pro, Microsoft Intune).
Core SaaS Stack: Familiarity with managing cloud tools like Google Workspace, Slack, Zoom, and Jira/Confluence.
Troubleshooting: Strong analytical skills with a methodical approach to diagnosing hardware, application, and basic network issues.
Culture Fit: Alignment with Procores core values Openness, Optimism, and Ownership and a customer-first service mindset.
