Help Desk (Level 1 Support)

About the role

The Help Desk Technician (Level 1) provides first‑line technical assistance to end users in Austin, TX. You will install, maintain, and troubleshoot desktops, laptops, printers, and mobile devices while ensuring accurate asset tracking and compliance with IT standards.

Key responsibilities

• Install, configure, repair, and perform preventative maintenance on desktop and laptop systems, printers, and peripherals.
• Provide first‑line support for hardware, software, printer, and network connectivity issues.
• Troubleshoot failures and identify network‑related problems affecting end users.
• Deploy software applications, OS patches, upgrades, and security updates.
• Configure corporate cellular phones and manage imaging and deployment of desktops and laptops.
• Maintain accurate physical and logical inventory of PC assets.
• Manage printer supplies and coordinate maintenance.
• Document support activities, asset updates, and resolutions.

Required profile

• Associate degree in IT, Computer Science or related field (preferred).
• Minimum 2 years of Level 1 IT support experience.
• Strong written and verbal communication, organizational and time‑management abilities.
• Ability to work independently in a fast‑paced environment and prioritize tasks.
• Initiative, sound judgment, and willingness to mentor junior staff.

Required skills

• PC hardware and software architecture knowledge.
• Windows 10 and Windows 11 operating systems.
• Mac OS, Android, and iOS device support.
• Active Directory administration.
• Desktop imaging and deployment processes.
• Help desk procedures and ticketing systems.
• Fundamentals of networking and connectivity troubleshooting.