Helpdesk Support Specialist

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 Responsibilities: 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 Qualifications: 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 Compensation: $45,000 - $55,000

• 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

Compensation:
$45,000-$55,000 per year