Help Desk Specialist

About the role

We are seeking a Help Desk Specialist to join a collaborative IT team in Austin. The role provides first‑level technical support to internal users, ensuring rapid issue resolution and high customer satisfaction.

Key responsibilities

• Provide first‑level support for hardware, software, and network issues via phone, email, and ticketing system.
• Troubleshoot common problems such as password resets, system access, and device connectivity.
• Escalate complex issues to Tier 2/3 teams as needed.
• Install, configure, and maintain desktops, laptops, printers, and mobile devices.
• Document incidents, resolutions, and processes in the ticketing system.
• Support onboarding and off‑boarding by setting up user accounts, equipment, and system access.
• Maintain high levels of customer service and communication with internal stakeholders.

Required profile

• 1–3 + years of experience in Help Desk, IT Support, or Technical Support.
• Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent experience.
• Familiarity with Windows OS, Microsoft 365, Active Directory, and basic networking concepts.
• Experience with ticketing systems such as ServiceNow or Zendesk is a plus.
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.

Required skills

• Windows operating system
• Microsoft 365
• Active Directory
• Basic networking
• Ticketing systems (ServiceNow, Zendesk)