Desktop Support Analyst

At Watermark, we partner with institutions of higher education to improve student learning and institutional quality with proven, reliable, and user-friendly assessment management and e-portfolio solutions and supporting services. Watermark is a recognized leader in student assessment, portfolio and accreditation. We serve over 1,700 institutions and close to a million students across the country.
 
 About Us
Watermark is a high-growth SaaS provider of assessment software for higher education institutions worldwide. Our global organization provides educational intelligence systems that help colleges and universities gain insights into student learning so they can improve the quality of educational programs, assess institutional effectiveness, and streamline the accreditation process. Watermark supports over 1,700 higher education institutions, including the majority of the top 200 U.S. News & World Report colleges. There is a reason we’ve won EdTech’s Overall Higher EdTech Solution of the Year!… and we’re just getting started! Our phenomenal team of people is at the heart of everything we do — join us to experience the Watermark Workplace difference firsthand.

About The Role
This role is located in Austin, TX; hybrid role
Watermark is seeking a skilled and motivated Desktop Support Analyst to join our IT support team. This individual will be responsible for providing first and second-level support to end-users for desktop, application, and system-related issues. The ideal candidate will have hands-on experience with Jira, Okta, and Mobile Device Management (MDM) solutions, along with a strong understanding of desktop support practices and troubleshooting techniques with Mac and Windows.
 
 Key Responsibilities:
 Desktop & IT Support:
• 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.

Jira Support:
• 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.
Okta Support:
• 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.
Mobile Device Management (MDM) Support
• 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.
User Training & Documentation:
• 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
Ticketing & Reporting:
• 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.

Required Qualifications:
• 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 Skills:
• 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).

Watermark is committed to fair and equitable pay practices for all qualified candidates. The pay range for this role is $50K - 60K and varies based on several factors including geographical location, level of experience related to the role, education/ licensure/certificates of the individual filling the role and other business and operational considerations.

At Watermark we are continually strengthening the rich diversity in our workplace — the primary reason we succeed and we’re proud to be an equal opportunity employer. We work together to provide an inclusive hiring experience where all qualified applicants receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, veteran status, or any other non-merit based or legally protected grounds.

About Watermark
Watermark’s mission is to put better data into the hands of administrators, faculty, and students everywhere to empower them to connect information and gain insights into learning that will drive meaningful improvements. Through its innovative educational intelligence system, Watermark supports over 1,600 institutions around the world in developing an intentional approach to learning so that they can leverage data for a more holistic view of learning, faculty and staff impact, and institutional quality.
For more information on Watermark, visit www.watermarkinsights.com.

Watermark is an equal opportunity employer and does not discriminate against an individual based on the individual's race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic or activity.