Help Desk Tier I

About the role

We are looking for a Help Desk professional to provide dependable technical support for a growing client in Austin, Texas. This long-term contract position focuses on delivering responsive assistance to end users, maintaining stable workplace technology, and ensuring support requests are handled efficiently. The ideal candidate brings hands-on experience with Windows environments, user account support, and service desk operations while communicating clearly with both technical and non-technical staff.

Responsibilities

• Respond to incoming support requests, assess urgency, and coordinate timely resolution through the IT service management system.
• Deliver frontline assistance for desktops, laptops, printers, mobile devices, software applications, and routine connectivity concerns.
• Administer user access by handling password changes, account setup, permission updates, and ongoing account maintenance.
• Set up, configure, and support Windows-based workstations and commonly used business applications for end users.
• Manage end-user equipment by assisting with hardware ordering, tracking inventory, deployment, and issue diagnosis in line with internal standards.
• Record incidents, requests, troubleshooting activities, and final outcomes thoroughly within the ticketing platform.
• Route advanced or unresolved issues to higher-level support teams while continuing to track progress and keep users informed.
• Follow open tickets through completion, provide regular status updates, and help maintain a positive support experience for employees.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.
• At least 1 year of experience in help desk, desktop support, or technical support roles.
• Working knowledge of Windows 10 and general Microsoft Windows support.
• Experience supporting Microsoft 365 or Google Workspace environments.
• Familiarity with Active Directory, including basic account and access administration.
• Ability to troubleshoot common hardware, software, and basic end-user connectivity issues.
• Experience using ticketing systems (Jira or ServiceNow) to manage service requests and document support activity.