IT Support Specialist

Who We Are

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. Learn more at ontic.ai or follow us on LinkedIn.

Who You Are

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

Schedule & location

• On-site: Monday–Friday, 8:00am–5:00pm Central

• Location: Ontic — 1608 W 5th Street, Austin, TX 78703

• Attendance: Able to reliably commute and be in the office every workday
  

Key Responsibilities

End-user support & help desk

• 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 calm, user-friendly approach

• Own tickets from intake to resolution; provide clear updates, timelines, and documentation

• Partner with remote IT/InfoSec/DevOps as needed for escalations and root cause analysis

Endpoint administration (Mac, Windows, mobile)

• Administer and support macOS and Windows devices, including provisioning, configuration, and lifecycle management — with strong ownership of MDM workflows and device compliance at scale

• Image, provision, and configure new computers for onboarding (standard builds, enrollment, application baseline, security tooling, and handoff readiness)

• Manage device posture and compliance via:

  • Jamf (macOS management)

  • Microsoft Intune (Windows + mobile management where applicable)

  • Jamf Security Cloud

• Support Android devices (deployment, troubleshooting, basic management workflows)

• Support Linux endpoints where needed (diagnostics, package/tooling basics, SSH, logs)

Security tooling & endpoint protection

• Support day-to-day administration and troubleshooting for endpoint security tooling, including:

  • CrowdStrike

  • Rapid7 endpoint agent (deployment/health checks/basic troubleshooting)

• Understand and apply security concepts in daily IT work (least privilege, MFA, device compliance, patching, phishing awareness, secure configuration)

• Follow Ontic security policies and IT standards; help enforce them with a customer-first mindset

A/V and conference room support

• Provide on-site support for office A/V needs (meeting rooms, displays, microphones/speakers, basic conferencing troubleshooting)

• Proactively test and maintain meeting space readiness (cables, adapters, firmware/app updates where applicable)

Inventory & asset management

• Maintain accurate IT asset inventory (assignments, returns, repairs, spares, accessories)

• Track lifecycle events (onboarding/offboarding, reassignments, refreshes, lost/stolen processes)

• Coordinate shipping/receiving of devices and accessories as needed

Automation & scripting

• Build and maintain high-quality automations for macOS administration (e.g., shell scripts, configuration scripts, packaging basics, workflow helpers) with a focus on reliability and maintainability

• Bring creativity and strong scripting instincts to reduce repetitive work, improve user experience, and strengthen device management outcomes

• Help standardize repetitive tasks and improve support workflows through tooling and documentation
  

Required Qualifications

• 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; comfort working with 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 using scripts to improve 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 (enrollment → compliance → updates → offboarding)

• 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; can explain technical concepts clearly to non-technical teammates

• Reliable on-site presence and ability to manage multiple competing priorities

Preferred Qualifications

• Experience with Jamf Security Cloud

• Familiarity with identity/access tooling and concepts (SSO, MFA, conditional access, device trust)

• Familiarity with cloud fundamentals and basic administration concepts in AWS and Azure (IAM basics, access, troubleshooting in partnership with DevOps/Security)

• Experience supporting Android Enterprise workflows and mobile fleet management

• Comfort supporting Linux endpoints beyond basics (logs, permissions, services, package management)

• Experience in environments with compliance requirements (SOC 2, ISO 27001, etc.)

• Basic networking troubleshooting skills (Wi‑Fi issues, DNS, VPN concepts, printers, AV-over-network basics)

• Experience improving IT processes: KB articles, runbooks, standard images/builds, onboarding checklists

What Success Looks Like

• Teammates feel supported, safe, and productive—issues are handled quickly with clear communication

• Devices are consistently configured, patched, and compliant

• Inventory is accurate and audit-ready

• A/V “just works” for meetings and on-site collaboration

• Common issues are documented and automated over time, reducing repeat tickets

Core Behaviors

• Friendly, patient, and service-oriented—creates a great in-office support experience

• Proactive and detail-oriented—spots issues before they become outages

• Security-minded without being rigid—balances protection with usability

• Dependable and accountable—follows through and closes loops
  
  

Ontic Benefits & Perks

Competitive Salary

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

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.

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.