{"id":2423789,"url":"https://alion.io/job/yugo-it-specialist","title":"IT Specialist","company":{"id":1804977,"name":"Yugo","domain":"yugo.com","url":"https://alion.io/company/yugo-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":132000,"period":"year","method":"role_country_seniority_unknown","sample_n":1856},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Model Context Protocol","optional":true}],"status":"live","first_seen_at":"2026-09-02T00:00:00Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-15T22:24:43Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":43},"description":"Yugo is a global leader in student housing dedicated to creating exceptional living experiences for students around the world. With a presence spanning more than 14 countries and 120 cities, Yugo combines innovation, community, and purpose to redefine student living. In the U.S., Yugo operates nearly 40,000 beds across 88 properties in 28 states, delivering vibrant communities designed to support student success both personally and professionally. Guided by its Live Your Best Life philosophy, Yugo fosters sustainability, personal growth, and career development while building an inclusive, collaborative, and forward-thinking culture for residents and team members alike.\nThe second-line IT Support Technician is an integral role within the IT support department. This position provides advanced technical assistance and troubleshooting to ensure the smooth operation of an organization's IT infrastructure. It requires excellent problem-solving skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders.\nIt’s a big job! You are a self-starter and are (relatively) autonomous, at least enough to work across multiple time zones and jurisdictions. Crucially, you are passionate about and energized by new projects and creating value.\nRequirements\nReporting to the Helpdesk Manager, here’s what you’ll be doing!\nTechnical Support\nProvide second-line support for complex and escalated IT issues reported by end-users\nProvide support for projects and their implementation when major changes are rolled out to Yugo\nDiagnose and resolve hardware, software, and networking problems\nAssist with the configuration, deployment, and maintenance of IT equipment, including desktops, laptops, printers, and mobile devices\nCollaborate with first-line support teams to ensure a seamless escalation process and efficient resolution of support tickets\nDocument and track all support interactions and resolutions in the IT service management system\nSystem Administration\nPerform routine system maintenance tasks, such as updates, patches, and backups\nManage user accounts, permissions, and security settings in various IT systems\nMonitor system performance and proactively address potential issues to minimize downtime\nEnsure data integrity and security by implementing and enforcing appropriate policies and procedures\nNetwork Support\nTroubleshoot network connectivity issues and work with third-party vendors as needed to resolve problems\nCustomer Service\nProvide exceptional customer service by effectively communicating with users and addressing their technical concerns professionally and on time\nOffer training and support to end-users on various IT systems and applications\nMaintain a positive and proactive attitude, ensuring user satisfaction and fostering a collaborative work environment\nThis job description serves as a guideline. This list of responsibilities is not intended to be exhaustive, and other requests commensurate with the role may be made of you from time to time. This is a hands-on commercial role\nServiceDesk Management\nWork with the team to oversee the second line/escalation ticket queue within the IT service desk, ensuring SLA’a are met, and customers are kept updated on the status of tickets \nCreate and maintain how-to guides and processes for the outsourced 1st line support desk to do their job effectively\nCreate and maintain how-to guides and processes for the 2nd line team, as well as help to maintain formal lists and documents\nCreate and maintain guides on the knowledgebase for Yugoers to use to self-serve\nWork with the Helpdesk Supervisor to SLA compliance and expected service levels are met\nCorporate Office Technology Support\nAct as the primary onsite IT presence for the Austin headquarters, providing day-to-day technical support and serving as the first point of contact for office-based technology needs. \nBuild strong relationships with employees by delivering timely, customer-focused support for hardware, software, meeting technology, and workplace systems. \nPartner with remote IT team members and vendors to coordinate issue resolution, equipment deployment, and office technology initiatives.\nKey Skills and Capabilities\nExcellent problem-solving and analytical skills, with the ability to think critically and logically\nStrong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely\nAbility to work well under pressure and effectively manage multiple tasks and priorities\nStrong customer service orientation, focusing on understanding and addressing user needs\nAbility to work independently and as part of a team, demonstrating flexibility and adaptability\nBenefits\nSound good so far? Here’s what you’ll need to thrive in this role!\nRequired:\n2 years of relevant experience, with a focus on end-user support\nExperience with Active Directory, Exchange, and other server technologies\nBasic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN\nProficiency in supporting Microsoft Office Suite and other typical software applications\nStrong Windows and Mac operating systems knowledge, including installation, configuration, and troubleshooting\nDesirable:\nExperience in student accommodation, hospitality, or the residential sector is highly desired\nRelevant certifications, such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar, are highly desirable\nExperience of Microsoft Intune and Microsoft Entra administration \nExperience with Apple Business Manager, Android Enterprise and MDMs\nExcellent problem-solving and analytical skills, with the ability to think critically and logically\nStrong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely\nAbility to work well under pressure and effectively manage multiple tasks and priorities\nStrong customer service orientation, focusing on understanding and addressing user needs\nAbility to work independently and as part of a team, demonstrating flexibility and adaptability\nAs part of the Yugo team, you are eligible for a competitive salary, bonus eligibility, comprehensive benefits and more! Here’s a snapshot of what we offer;\nCompetitive salary\nGenerous benefits package! Including health, dental and vision\n401k + 4% employer matching\nThree weeks of PTO\nWellness Time\n11 Paid Holidays\nPaid Parental Leave\n1 Paid Volunteer Day\n1 Paid YuDay\nCompany paid STD, LTD and Life insurance\nAt Yugo, we believe in creating a culture where everyone belongs and feels empowered to do their best work. If you're looking to make an impact in a people-first environment, apply today!\nEqual Opportunity Employer\nWe are proud to be an Equal Employment Opportunity employer. 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