Helpdesk Support Specialist

Job Description

Job Description

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

$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

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

Systemverse is a leading provider of IT support services and technology solutions with headquarters in Austin, Texas. We specialize in providing outsourced IT Services: On-premises and remote, 24/7 remote helpdesk, IT consulting, cloud hosting, and cloud services. We become the client’s IT Department.

We are a fast-paced and high-growth Information Technology consulting company. We perform high-level virtualization conversion projects, server migrations, network management/monitoring, business technology analysis, and day-to-day technical support. We do the implementations others can't do and are very aggressive in project success and completion.

We are an equal-opportunity employer and value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.