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About the Role

The Help Desk Technician I provides frontline technical support for LifeWorks employees and technology systems, supporting end users, deploying and maintaining technology equipment, and assisting with user account administration. This role is the primary point of contact for technical support requests and supports the transition to cloud-based technologies by assisting with Microsoft 365 and Microsoft Entra ID administration, device deployment, employee onboarding and offboarding, and asset management.

Responsibilities

Respond to help desk tickets, phone calls, emails, and walk-up support requests in a timely and professional manner.
Troubleshoot hardware, software, printer, mobile device, and network connectivity issues.
Support company-owned Windows and macOS computers, mobile devices, tablets, printers, and peripherals.
Document support interactions, troubleshooting steps, and resolutions in the IT ticketing system.
Provide technical guidance and training to employees on agency-supported technology.
Escalate complex or advanced technical issues to the Help Desk Technician II or other resources as appropriate.
Assist with Microsoft 365 and Microsoft Entra ID user account administration, including provisioning, access management, and license assignment.
Perform password resets, account unlocks, and other basic access management functions.
Support employee onboarding and offboarding activities.
Follow least-privilege and need-to-know access principles to maintain HIPAA, FERPA, and agency compliance requirements.
Deploy, configure, track, recover, and retire technology assets using agency asset management systems (e.g., RefTab).
Assist with inventory audits, asset reconciliation, and lifecycle management activities.
Securely decommission equipment and follow data destruction procedures when required.
Ensure devices are properly labeled, documented, and asset-tagged.
Perform basic network troubleshooting, including connectivity, wireless access, and printer communication issues.
Assist with troubleshooting switches, firewalls, and other network-connected devices under the direction of senior IT staff.
Provide backup support for infrastructure-related tasks as needed.
Follow agency cybersecurity, privacy, HIPAA, FERPA, and access management requirements.
Report security incidents, suspicious activity, and technical risks following established procedures.
Follow established IT Standard Operating Procedures and maintain accurate documentation of support activities, asset records, and process workflows.
Contribute to knowledge base articles and participate in departmental training and cross-training initiatives.
Attend IT team meetings, training sessions, and site visits.
Travel between LifeWorks and vendor locations as needed.
Perform other duties as assigned.

Requirements

Minimum two (2) years of help desk, desktop support, or technical support experience required.
Four (4) years of progressively responsible IT support experience may substitute for a degree.

Skills

Windows
macOS
Microsoft 365
Mobile devices
Common business applications
Microsoft Entra ID user administration
Cloud-based identity management concepts
Basic networking concepts, including TCP/IP, DNS, DHCP, wireless connectivity, and printer connectivity
Diagnose and resolve routine technical issues while following established escalation procedures
Deploy, track, and maintain technology assets and inventory records
Strong customer service orientation
Communicate effectively with technical and non-technical users
Manage multiple priorities while maintaining accurate documentation
Handle sensitive information in accordance with HIPAA, FERPA, cybersecurity, and agency security requirements
Adapt to changing technologies and support continuous improvement initiatives
Customer Focus
Communication
Problem Solving
Accountability
Adaptability
Teamwork
Continuous Learning

Location

Austin, TX

Work Type

Full-time

Experience Level

Entry Level

Education Level

Associate degree in Information Technology, Networking, Cybersecurity, Computer Science, or a related field (preferred)
Relevant certifications such as CompTIA A+, Network+, ITF+, Microsoft Fundamentals, or similar (preferred)

Salary/Compensations

$25.64 - $36.25 hourly

Benefits

24 PTO days per year (accrued)
11 paid holidays per year
Premium-free employee medical plan with $100 per month HSA contribution
Affordable employee or family medical, dental, and vision options
Retirement savings plan with 50% match on the first 6% of contributions

About the Company

With more than 50 years of experience working with youth experiencing homelessness, youth aging out of foster care, young adults, and young parents, LifeWorks is committed to solving youth homelessness through housing, mental health, education, and workforce services.
Our vision is a Central Texas where every young person has a place to call home, a sense of belonging, and the support to pursue a life they love.
We provide a full range of support services for vulnerable youth, ensuring that every young person has access to a safe home, the chance to heal, and opportunities to learn and work.
Through innovative problem-solving, shared accountability, and evidence-based solutions, we are relentless in achieving real, sustainable, and measurable results for the clients we serve.
A career at LifeWorks offers opportunities to grow professionally while making an immediate, lasting impact on the lives of youth and families in our community.
Join us in building a future where every young person has the stability and support to thrive.