Job Description
Help Desk Technician
Onsite | Austin, TX | Contract
We are looking for a customer-focused Help Desk Technician to deliver advanced technical support for employees in a manufacturing environment based in Austin, Texas. This long-term contract position is ideal for someone who can handle escalated support issues, investigate underlying causes, and restore service across devices, applications, and core workplace technologies. The role requires a balance of hands-on troubleshooting, clear communication, and a strong commitment to maintaining a reliable end-user experience.
Responsibilities:
• Resolve escalated support requests by diagnosing and addressing more advanced hardware, software, account, and connectivity issues that move beyond first-level support.
• Investigate recurring technical problems to determine root causes and implement lasting solutions that improve service stability.
• Manage incidents and service requests through the full ticket lifecycle while meeting established response times and business priorities.
• Partner with senior technical teams and external providers when specialized expertise is needed to restore service or address ongoing problems.
• Configure, deploy, and support endpoint devices, including Windows computers, macOS systems, and mobile equipment used across the organization.
• Administer and troubleshoot workplace technologies such as Microsoft 365, identity and access tools, and collaboration platforms to keep users productive.
• Create and maintain accurate support documentation, including ticket details, resolution steps, and knowledge resources for future reference.
• Identify service trends and recommend workflow improvements, preventive actions, or automation opportunities to reduce repeat incidents.
• Assist with employee onboarding and offboarding by preparing devices, assigning access, and ensuring account changes follow security requirements.
• Provide day-to-day guidance to entry-level support staff and communicate clearly with users and stakeholders on issue status and next steps.
• 3+ years of experience in IT support, desktop support, or service desk environments, with exposure to Tier 2 issue resolution.
• Demonstrated ability to troubleshoot Windows 10/11, Microsoft Windows environments, macOS systems, and common enterprise applications.
• Hands-on experience supporting Active Directory or Azure AD/Entra ID for user access, authentication, and account administration.
• Familiarity with Microsoft 365 services, including tools used for email, collaboration, file sharing, and communication.
• Experience working with endpoint management solutions and device support processes for desktops, laptops, and mobile devices.
• Working knowledge of core networking concepts such as IP connectivity, wireless access, DNS, DHCP, and general network troubleshooting.
• Background using ticketing systems to document, prioritize, and resolve service desk tickets in a structured support environment.
• Strong communication, organization, and multitasking skills with the ability to maintain a high level of customer service in a fast-paced setting.
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