Job Description
Join our dynamic IT team as a Help Desk Support Specialist in Austin's thriving tech hub! We're seeking a customer-focused professional to deliver exceptional technical support to 500+ employees across our innovative organization. Enjoy competitive benefits, professional development opportunities, and a collaborative work environment in the heart of downtown Austin. Apply today to become part of our award-winning IT infrastructure team!
Responsibilities
- Diagnose and resolve hardware/software issues across Windows/macOS environments
- Provide Tier 1/2 support for network connectivity, printers, and mobile devices
- Manage ticket lifecycle using ServiceNow and maintain SLA compliance
- Document solutions in knowledge base and conduct user training sessions
- Collaborate with infrastructure team on system upgrades and security patches
- Monitor system health and proactively address potential outages
Qualifications
- 3+ years of enterprise-level help desk experience
- Proficiency in Active Directory, Office 365, and remote support tools
- CompTIA A+/Network+ certification or equivalent
- Strong troubleshooting skills for Windows 10/11 and macOS
- Excellent communication abilities and customer service mindset
- Experience with ITIL framework and ticket management systems
- Ability to work flexible hours during system maintenance windows