Watermark · 1 day ago
IT Desktop Support Analyst
Austin, TX, USA
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $70K/yrWatermark is a high-growth SaaS provider of assessment software for higher education institutions worldwide. They are seeking a skilled and motivated Desktop Support Analyst to provide first and second-level support to end-users for desktop, application, and system-related issues.
AnalyticsArtificial Intelligence (AI)Big DataEdTechEducationInformation TechnologySoftware
Responsibilities
Provide technical support for hardware, software, and network issues supporting both local and remote end-users
Troubleshoot and resolve desktop issues, including operating system, application, and hardware problems
Ensure proper configuration and maintenance of desktops, laptops, and peripherals
Assist users in installing, configuring, and troubleshooting common desktop software and applications including: Google Workspace, Slack, GitHub CoPilot & O365 including Word and Excel
Manage and perform audits for hardware inventory
Provide support for Atlassian products including Jira and Confluence, user management, and triaging and assigning support tickets as needed
Troubleshoot and resolve Jira-related issues, including user access and application bugs
Support the integration of Jira with other IT systems, ensuring smooth workflows for project management teams
Manage and support Okta user access, including provisioning, de-provisioning, and role-based access controls (RBAC)
Troubleshoot and resolve Okta login and authentication issues
Support the integration of Okta with enterprise applications and provide end-user assistance with Single Sign-On (SSO) configurations
Administer MDM solutions for both Mac and Windows devices, ensuring secure and compliant management
Assist with device enrollment, configuration, app deployment, and remote troubleshooting
Troubleshoot mobile device connectivity and security issues, ensuring devices remain compliant with company policies
Provide training to end-users on software applications, security protocols, and troubleshooting best practices
Develop and maintain documentation, including knowledge base articles and user guides, for internal use and end-user
Manage incoming support requests via Jira Service Desk
Prioritize and resolve tickets based on urgency and impact
Track and report on common issues, ensuring recurring problems are addressed proactively
Meet SLA’s for all requests
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
Proven experience in a desktop support role, with strong troubleshooting skills and knowledge of IT systems and applications
Hands-on experience with Jira for issue tracking, project management, and workflow configuration
Experience with Okta for user provisioning, authentication, and Single Sign-On (SSO)
Strong knowledge of Mobile Device Management (MDM) solutions for both iOS and Android platforms
Familiarity with Active Directory, VPNs, and remote desktop support tools
Solid understanding of IT security practices and troubleshooting methodologies
Preferred
Certification in ITIL, A+, or other relevant IT support certifications
Experience with Google Workspace & Microsoft Office 365 support and management
Knowledge of macOS and Windows environments
Knowledge of Meraki and Kisi Security
Familiarity with scripting or automation tools (e.g., PowerShell, Bash)
Company
Watermark
By providing innovative technology you can trust, Watermark empowers institutions with better data to improve learning.
Founded in 2018
201-500 employees
H1B Sponsorship
Watermark has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (3)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
TCV
2018-03-27Private Equity
Leadership Team
Alexander Leader
Chief Customer Officer
Melissa Pippine
Chief Marketing Officer
Recent News
Company data provided by crunchbase