Desktop Support Technician
About the role
The Desktop Tech is responsible for providing Level 2 hardware and software support to 1500+ desktop PCs, laptops, and peripherals, and troubleshooting reported issues involving MS Office functions, Windows 2000/XP, virus/spyware, and standard applications in multiple locations while meeting defined service level agreements and adhering to and promoting Desktop Standards. Participate in special projects such as equipment moves, repair/maintenance of network printers and personal computers. Document daily tasks in time tracking system. Document troubleshooting procedures to be used by fellow technicians.
We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start, and assist in building a robust knowledge base that will be leveraged as we introduce automation and AI.
Responsibilities
- Provides Tier 2 support for end-user computing devices for employees and contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
- Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
- Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
- Reimages computers/hard drives in accordance with standards.
- Performs Move, Add, and Change functions including installation and decommission.
- Installs, configures, and troubleshoots Windows-based operating systems, Microsoft Office and Internet browsers.
- Installs, configures, and troubleshoots MAC/Apple-based operating systems and proprietary applications.
- Configures and supports remote users including VPN client and connectivity.
- Provides customer training and knowledge documentation.
- Complies with and supports ITIL change-incident-problem management processes and work instructions.
- Troubleshoots incidents and fulfills requests within established SLAs.
- Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
- Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
- Partners with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.
- Performs asset inventory activities as needed.
- Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
- Provides exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
- Maintains a high degree of customer service for all support queries and adheres to all service management principles, and standard operating procedures.
- Drives continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contributes to knowledge base by writing and submitting KB articles.
Requirements
- Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.
- 2+ years of Tech Support experience including supporting Windows and Mac.
- Experience with workstation setup, refreshes, conference room support, networking, and other related duties.
- Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.
Preferred Qualifications
- Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
- Strong communication skills and collaborative attitude.
- Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.
- ITIL Process Knowledge: Understanding of change, incident, and problem management frameworks.
- Cross-Functional Collaboration: Experience partnering with teams like Active Directory, Messaging, Networking, and Security.
- Automation & Knowledge Base Contribution: Interest or experience in driving automation and writing KB articles to reduce service desk volume.
- Mac/Apple OS Support: While Windows support is core, Mac support is a valuable differentiator.
- Conference Room & Remote Support: Familiarity with AV setups and remote user support including VPN and mobile device management.
Pay and Benefits
The pay range for this position is $20.00 - $30.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Job Type & Location
This is a Contract to Hire position based out of Austin, TX. The position is anticipated to close on Oct 24, 2026.
Schedule
This is a fully onsite position in Austin, TX. Must be able to work 100% from a corporate office 5 days a week.