Help Desk Support Specialist

Careerscape is recruiting on behalf of our client, a fast-growing, VC-backed technology company based in Austin, for a Help Desk Support Specialist to join their IT team on a fully remote basis. This is a great opportunity to get in on the ground floor with a scaling startup, supporting a growing headcount and a modern, cloud-first tech stack while working alongside a lean, high-caliber IT team.

Day to day, you will be the first point of contact for employees running into hardware, software, network, and account issues, triaging and resolving tickets quickly while keeping documentation sharp for a distributed workforce. This role suits someone who is naturally curious, calm under pressure, and genuinely enjoys helping people get unblocked, with the flexibility to adapt as tools and processes evolve alongside a rapidly expanding company.

Responsibilities

• Serve as first point of contact for employee IT support requests via ticketing system, chat, and email
• Triage, prioritize, and resolve hardware, software, and network issues for a remote workforce
• Provision and configure laptops, peripherals, and accounts for new hires
• Manage user accounts, permissions, and access in Active Directory and Google Workspace or Microsoft 365
• Troubleshoot VPN, Wi-Fi, and connectivity issues for remote employees
• Document recurring issues and maintain internal knowledge base articles
• Escalate complex issues to senior IT or engineering staff as needed
• Support onboarding and offboarding processes including equipment logistics
• Maintain inventory of company hardware and software licenses
• Assist with basic administration of SaaS tools and internal systems

Requirements

• 1-2 years of experience in a help desk, desktop support, or IT support role
• Working knowledge of Windows and macOS operating systems
• Familiarity with Active Directory, Google Workspace, or Microsoft 365 administration
• Experience with ticketing systems such as Zendesk, Jira, or Freshservice
• Basic understanding of networking concepts including VPN, DNS, and Wi-Fi troubleshooting
• Strong written and verbal communication skills for supporting a remote team
• Ability to manage multiple tickets and prioritize based on urgency
• Comfortable working independently in a fast-paced startup environment
• CompTIA A+ or similar certification is a plus

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Flexible paid time off
• Fully remote work with flexible scheduling
• Home office equipment and internet stipend
• Paid company holidays
• Professional development and certification reimbursement
• Stock options in a growing VC-backed company
• Parental leave
• Virtual team building and wellness perks

Job Type: Full-Time | Work Type: Remote | Industry: Information Technology | Experience: Associate