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About the Role

The Service Desk technician provides technical support to internal customers and coworkers, ensuring functional equipment and software applications. This role involves explaining product features, answering questions about installation, configuration, upgrades, customization, and usage. Candidates will apply diagnostic techniques, troubleshoot issues, escalate complex problems, and recommend solutions. A high level of professionalism and exceptional customer service is expected when interacting with all employees, including executives.

Responsibilities

Assist internal customers and coworkers, providing a high level of customer service when responding to service desk requests.
Perform OS installations and repairs of computer systems, printers, and additional equipment on-site and in satellite offices.
Upgrade and support branch and corporate software applications.
Determine when to escalate an issue to the next level.
Maintain knowledge of current and new technologies, researching problems and related products for assistance.
Act as the subject matter expert on applications, hardware, and process support.
Constantly monitor and manage the service desk ticket queue, responding to requests in a timely fashion.
Set up and take down equipment from employee workstations, including PCs, laptops, monitors, and related components.
Travel to local off-site branch locations may be occasionally required.
Perform other duties as assigned.

Requirements

Ability to troubleshoot issues impacting employee productivity.
Demonstrated experience supporting and troubleshooting multiple versions of Operating Systems (e.g., Windows 11), Databases (SQL), Windows Services, Web Services, PC Peripherals, printer/scanner connectivity, networking, and Office 365 applications.
Must be able to physically set up workstations for new employees, including PCs, laptops, monitors, and related components (keyboards, mouse, docking stations, headsets, webcam, etc.).
Prior experience working with a ticketing system or helpdesk/service desk request call queue.
Ability to lift up to 50 lbs. without assistance.
Ability to work independently, analyze data, and recommend appropriate actions with minimal supervision.
Superior analytical, organizational, and problem-solving abilities.
Excellent written and oral communication skills.
Must be able to verify identity and employment eligibility to work in the U.S.
Must be able to physically set up workstations for new employees, including new PCs, laptops, monitors, and related components.
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.
Vision: See in the normal visual range with or without correction.
Hearing: Hear in the normal audio range with or without correction.

Skills

Technical Support
Customer Service
OS Installation
OS Repair
Software Support
Troubleshooting
Ticket Management
Workstation Setup
Windows 11
SQL
Windows Services
Web Services
PC Peripherals
Printer/Scanner Connectivity
Networking
Office 365
Ticketing System
Helpdesk Software

Location

Austin, TX

Work Type

Full Time On-site

Experience Level

2+ years working in Help Desk Support or IT-related field preferred

Education Level

Bachelor’s Degree (B.A. or B.S.) in IT or IT-related field preferred

Salary/Compensations

$28-$30/hr, DOE