The Helpdesk Support Specialist provides first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. This role serves as the primary point of contact for IT support requests and ensures a high level of customer service, timely issue resolution, and accurate documentation.
FT - Austin, TX - This is not a remote or hybrid position.
What We Offer
- Competitive compensation
- Medical, dental, and vision benefits
- Paid time off and holidays
- Training and certification opportunities
- Clear career growth path into Tier 2, Tier 3, or systems engineering roles
Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system
- Diagnose and resolve hardware, software, and connectivity issues on desktops, laptops, mobile devices, and peripherals
- Troubleshoot common operating systems (Windows, macOS) and productivity tools (Microsoft 365, email, VPN)
- Escalate complex issues to Tier 2/3 support or engineering teams as appropriate
- Accurately document incidents, requests, solutions, and procedures in the ticketing system
- Perform user account management tasks (password resets, access provisioning, MFA support)
- Assist with onboarding and offboarding of users, including device setup and access configuration
- Follow established ITIL or internal support processes and SLAs
- Maintain a strong customer-service mindset and communicate clearly with technical and non-technical users
- Participate in ongoing training and knowledge base updates
Required Qualifications
- 1–3 years of experience in an IT helpdesk, technical support, or customer support role
- Working knowledge of Windows operating systems and basic networking concepts (DNS, DHCP, TCP/IP)
- Experience supporting Microsoft 365 (Outlook, Teams, SharePoint)
- Familiarity with ticketing systems (e.g., HaloPSA, ServiceNow, Jira, ManageEngine)
- Strong verbal and written communication skills
- Ability to manage multiple tasks and prioritize effectively
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology or a related field (or equivalent experience)
- MSP experience or high-volume support environment
- Basic Active Directory and Azure AD experience
- Familiarity with remote support tools and RMM platforms
- Relevant certifications (CompTIA A+, Network+, Microsoft certifications)
***CompTIA A+ certification is a requirement within 6 months of start date***
Core Competencies
- Customer-focused mindset
- Strong problem-solving and troubleshooting skills
- Attention to detail and documentation
- Ability to work independently and as part of a team
- Professionalism and reliability