Job Description

Job Title: Help Desk Technician I

Onsite

Location: Austin, TX

Overview:
We are seeking two (2) Help Desk Technicians (Level 1) to provide front-line technical support in a professional, fast-paced environment. Ideal candidates will have strong customer service skills, hands-on troubleshooting abilities, and a desire to grow within the organization.

Responsibilities

• Respond to inbound calls and emails with high-quality customer support.
• Gather and analyze information to resolve technical issues efficiently.
• Provide basic troubleshooting: password resets, printer setup, software support, break/fix guidance.
• Perform account creation, hardware configuration, and onboarding support.
• Maintain and update website content as required.
• Support conference room audio/video equipment.
• Document all tickets thoroughly in the tracking system.
• Escalate unresolved issues appropriately and communicate recurring trends to leadership.
• Assist with more complex issues following documented procedures.
• Occasional after-hours or weekend work may be required with prior approval.

Required Skills & Experience

• 3+ years delivering excellent customer service (written, verbal, in-person).
• 2+ years supporting end-users with varying levels of technical skills.
• 2+ years experience with computer support, Windows 10, Microsoft Office Suite, Adobe applications, and general troubleshooting.
• 1+ year experience with Active Directory .
• 1+ year experience with cloud platforms (Microsoft Azure or similar).

Preferred Qualifications

• CompTIA A+ , ITF+ , or equivalent certifications.
• Strong desire for professional growth and career advancement.
• Interest in long-term employment with potential for conversion to full-time.

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