Service Desk Technician

Service Desk Technician

uShip is seeking a talented and customer-focused Service Desk Technician to join our dynamic IT team. In this role, you’ll support a hybrid macOS and Windows environment, manage user lifecycle processes, and provision endpoints using tools like Okta, Jamf, Intune, and various SaaS platforms. An ideal candidate thrives in a fast-paced IT environment, brings a passion for user support and systems management, and is eager to grow within a high-energy, entrepreneurial company.

Are you curious about being part of our growth story while evolving your skills in a culture that welcomes unique contributions? If so, we’d love to hear from you. 

 
Qualifications

• 3+ years of related work experience
• CompTIA A+, Network+, Microsoft MCP, Okta Certified Administrator, or Jamf Certified Tech certifications (or equivalent) preferred but not required
• Hybrid role requiring 3–4 days per week at our Austin headquarters
• Experience in Active Directory, Okta, Microsoft 365, Office 365, Google Workspace, Jamf, and Intune
• Skilled in hardware and software troubleshooting for both Mac and Windows environments
• Strong problem-solving abilities with a structured approach to troubleshooting complex technical issues
• Demonstrated ability to deliver top-tier, customer-first service
• Strong communication and organizational skills are required
• Demonstrated ability to work autonomously while effectively managing and prioritizing multiple customer issues in a fast-paced environment
• Motivated to gain hands-on experience with systems and network projects
• Working knowledge of widely used SaaS tools such as Slack, Zoom, and Zendesk
• Exposure to zero-trust architectures and IT support for distributed, remote-first users
• Comfortable with scripting and automation using tools such as PowerShell, Bash, or AppleScript

• Serve as the first point of contact for internal IT support, resolving incidents and service requests in alignment with SLAs across multiple channels 
• Diagnose and resolve hardware, software, and network incidents, escalating complex issues when necessary
• Configure, deploy, and manage end-user devices for new and existing employees, leveraging Jamf and Intune for enrollment, compliance, and profile management
• Manage user account provisioning and deprovisioning based on documented procedures
• Maintain identity management settings—including MFA, SSO, and dynamic group rules—via Okta
• Support user license management and SaaS application provisioning across platforms like Microsoft 365, Google Workspace, Slack, Zoom, and Zendesk
• Coordinate end-to-end device lifecycle management, including imaging, repairs, replacements, and asset tracking
• Develop and maintain user-facing documentation and standard operating procedures
• Enhance endpoint security posture by leveraging tools like Zscaler and Jamf Protect for monitoring and enforcement
• Partner with Security and DevOps teams to enhance IT infrastructure and optimize tooling

Onboarding

By Day 30 (Foundation Building) 

• Systems orientation: Gain a comprehensive understanding of uShip's infrastructure and core tools
• Observational learning: Shadow senior IT team members to learn troubleshooting processes, provisioning methods, and support operations
• Documentation review: Review documentation on internal user and asset management lifecycle processes
• Admin access & testing: Obtain access to administrative portals and conduct test workflows within sandbox environments
• Ticket management: Begin handling routine support tasks such as password resets and access requests
• Endpoint configuration: Perform guided endpoint provisioning for new devices via Jamf and Intune
• Feedback & improvement: Identify ambiguous areas in onboarding materials and suggests enhancements for clarity and completeness

By Day 60 (Proficiency & Autonomy) 

• Ticket resolution: Resolve user support tickets autonomously and escalate or redirect tickets as needed
• Asset management: Independently manage end-to-end onboarding, offboarding, and hardware refresh processes
• User lifecycle management: Manage user lifecycle management across various SaaS platforms using Okta
• Hardware support: Assist with hardware diagnostics and coordinate RMAs and replacements as needed
• Content development: Develop and co-author internal standard operating procedures and knowledge base documentation
• Trend analysis: Identify trends in support tickets and propose enhancements or automation solutions

By Day 90 (Ownership & Integration) 

• Ticket ownership: Own end-to-end ticket resolution, escalating only advanced system-level or Tier 3 incidents
• Endpoint management: Lead device provisioning and return processes with minimal supervision
• Audit support: Support system audits, including user access reviews and device inventory reconciliation
• MDM optimization: Work collaboratively on optimizing Jamf and Intune configuration profiles and enforcement policy testing
• User lifecycle ownership: Independently manage end-to-end onboarding and offboarding workflows with minimal oversight
• Collaboration & optimization: Engage in team meetings and actively contribute to conversations on enhancing processes and user experience
• Improvement contribution: Propose a valuable improvement, such as automation, documentation enhancement, or tool recommendation

Location:  Austin, TX 78701, local hybrid team environment.  Ability to go into office required. 

Salary:  $30-35/hr, full time (total comp includes paid insurance, 401k matching, office and wellness reimbursements, etc.)

  *We are unable to consider candidates requiring visa sponsorship or transfer, including OPT and H-1B, now or in the future.
 *We are not accepting applications from agencies or independent contractors at this time.

Why uShip?

uShip offers big-company benefits in a small-ish sized company because we really value and are committed to our people. There are even some extras that will surprise you.

• Remote or hybrid work options
• Monthly Wellness Reimbursements
• Home office Reimbursements
• Company paid meal delivery pass
• 100% Paid Health and Dental available
• 401(k) matching, no vesting
• Stock Options
• Pet Insurance
• Dog-friendly downtown office

Company Overview

uShip is the world’s first and largest shipping marketplace, making it quicker, easier, and more affordable to ship large or bulky items. Consumers and businesses can compare and book bids from hundreds of thousands of customer-reviewed transportation service providers, ranging from independent owner-operators to the largest freight carriers and brokers. From cars to cranes and furniture to freight, our straightforward and transparent platform helps people, businesses, e-commerce sellers, and multinational logistics companies ship with greater speed and efficiency. Customers save money and service providers make money using their empty cargo space – everyone wins!

We welcome diversity in all its forms, and believe we’re better collaborators, strategizers, and thinkers because of it. uShip is an equal opportunity employer. We are inspired to find candidates who embody our Core Values. uShip prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, gender identity, age, parental status, national origin, disability, or veteran status. We celebrate our differences and are committed to creating an inclusive environment for all employees.