Help Desk Technician I - Information Technology

About the role

The Help Desk Technician I provides frontline technical support for LifeWorks employees and technology systems across multiple locations. This position supports end users, deploys and maintains technology equipment, assists with user account administration, and performs day‑to‑day operational activities that keep agency technology running efficiently. The role is the primary point of contact for technical support requests and escalates advanced technical, security, and infrastructure issues to the Help Desk Technician II as appropriate. It also supports LifeWorks' transition to cloud‑based technologies by assisting with Microsoft 365 and Microsoft Entra ID administration, device deployment, employee onboarding and off‑boarding, and asset management.

Responsibilities

• User Support & Customer Service: Respond to help desk tickets, phone calls, emails, and walk‑up requests; troubleshoot hardware, software, printer, mobile device, and network connectivity issues; support Windows and macOS computers, mobile devices, tablets, printers, and peripherals; document interactions in the IT ticketing system; provide technical guidance and training; escalate complex issues as needed.
• Identity & Access Administration: Assist with Microsoft 365 and Microsoft Entra ID user account provisioning, access management, and license assignment; perform password resets and account unlocks; support onboarding and off‑boarding; follow least‑privilege principles to maintain HIPAA, FERPA, and agency compliance.
• Asset Management & Technology Deployment: Deploy, configure, track, recover, and retire technology assets using agency asset management systems (e.g., RefTab); assist with inventory audits and lifecycle management; securely decommission equipment and follow data destruction procedures; ensure devices are labeled, documented, and asset‑tagged.
• Network & Infrastructure Support: Perform basic network troubleshooting (connectivity, wireless, printer communication); assist with switches, firewalls, and other network‑connected devices under senior staff direction; provide backup support for infrastructure‑related tasks.
• Security, Compliance, & Documentation: Follow agency cybersecurity, privacy, HIPAA, FERPA, and access management requirements; report security incidents and technical risks; adhere to IT Standard Operating Procedures; maintain accurate documentation of support activities, asset records, and process workflows; contribute to knowledge‑base articles and participate in training.
• Additional Responsibilities: Attend IT team meetings, training sessions, and site visits; travel between LifeWorks and vendor locations as needed; perform other duties as assigned.

Qualifications

• Minimum two (2) years of help desk, desktop support, or technical support experience.
• Associate degree in Information Technology, Networking, Cybersecurity, Computer Science, or related field (preferred) or four (4) years of progressively responsible IT support experience may substitute for a degree.
• Relevant certifications such as CompTIA A+, Network+, ITF+, Microsoft Fundamentals, or similar (preferred).
• Knowledge of Windows, macOS, Microsoft 365, mobile devices, and common business applications.
• Understanding of Microsoft Entra ID user administration and cloud‑based identity management concepts.
• Knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, wireless connectivity, and printer connectivity.
• Ability to diagnose and resolve routine technical issues while following established escalation procedures.
• Ability to deploy, track, and maintain technology assets and inventory records.
• Strong customer service orientation and effective communication with technical and non‑technical users.
• Ability to manage multiple priorities while maintaining accurate documentation.
• Ability to handle sensitive information in accordance with HIPAA, FERPA, cybersecurity, and agency security requirements.
• Ability to adapt to changing technologies and support continuous improvement initiatives.

Core Competencies

• Customer Focus – Builds strong relationships with internal customers and delivers responsive, service‑oriented support.
• Communication – Communicates technical information clearly and effectively to technical and non‑technical users.
• Problem Solving – Identifies issues, troubleshoots effectively, and implements appropriate solutions within established procedures.
• Accountability – Takes ownership of assigned work, follows through on commitments, and maintains accurate documentation.
• Adaptability – Adjusts to changing priorities, technologies, and organizational needs.
• Teamwork – Collaborates effectively with coworkers and contributes to shared departmental goals.
• Continuous Learning – Demonstrates curiosity and commitment to expanding technical knowledge and skills.

Benefits

• 24 PTO days per year (accrued).
• 11 paid holidays per year.
• Premium‑free employee medical plan with $100 per month HSA contribution, plus additional affordable medical, dental, and vision options for employees and families.
• Retirement savings plan with 50% match on the first 6% of contributions.
• Additional benefits and perks as part of the overall compensation package.

Pay

Competitive hourly rate ranging from $25.64 – $36.25, depending upon experience.

Schedule

Full‑time, non‑exempt position.

About LifeWorks

With more than 50 years of experience working with youth experiencing homelessness, youth aging out of foster care, young adults, and young parents, LifeWorks is committed to solving youth homelessness through housing, mental health, education, and workforce services. The organization’s vision is a Central Texas where every young person has a place to call home, a sense of belonging, and the support to pursue a life they love. LifeWorks provides a full range of support services for vulnerable youth, ensuring safe homes, healing opportunities, and pathways to learn and work. A career at LifeWorks offers professional growth while making an immediate, lasting impact on the lives of youth and families in the community.