Desktop Support Technician

Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.

Come build with us!

Location: San Antonio, TX (Onsite)

About the Role:

Note: This is not a hybrid position. This role will be working onsite at our San Antonio office standard business hours.

This role is part of a diverse team that reports to the Service Manager, Workplace & Identity. This role has responsibilities split across three functional areas and requires strong time management skills. These areas are:

Tier 2 Desktop Support

Asset Management

This role requires substantial understanding of End User systems, Asset Management, and the ability to communicate with non-technical people ranging from individual contributors up to the Senior Leadership Team. This role will also be working onsite at our San Antonio office.

You may be required to work occasional on-call hours as needed.

This role offers the opportunity to advance analytic, technical, and interpersonal skills across a broad range of applications. The Aura IT team is composed of several technical experts that operate in a collaborative environment and can assist in complex situations. While you will be expected to operate with a high degree of autonomy, you will not be left alone.

Day to Day:

Respond to user inquiries via ticketing system, phone, email, or in person

Investigate and diagnose intricate technical issues that require understanding and expertise in the product or system

Set up and deploy new computers and workstations following organizational standards

Support audio/visual and conferencing technologies

Provide onboarding/offboarding support for employees

Identify the underlying causes of problems and identify areas to improve system reliability

Collaborate with various teams to resolve complex issues

Communicate effectively with customers, often in high-pressure situations, providing updates in a clear and understandable manner

Asset Management

Assist with maintaining an accurate inventory of all IT assets

Assist in developing and enforcing policies and procedures for IT asset management

Generate regular reports on asset status, utilization, and performance

Analyze asset data to identify trends, risks, and opportunities for improvement

What you bring to the table:

3+ years of relevant experience

Excellent communication and troubleshooting skills

Deep understanding of end user system

Strong problem solving, analytical, technical, and interpersonal skills

Committed to ensuring accurate data in tools and presentations

Able to obtain, analyze, quantify, and present technical data in an easily consumable format

The ability to talk to multiple business organizations at both technical and non-technical levels

It would be great if you also had:

Experience interacting and presenting to Senior Leadership Teams

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Anticipated pay range for this position is between $35.00 and $40.00 per hour.

Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

Important privacy information for United States based job applicants can be found here.