Helpdesk Associate

Scale Computing · Austin, TX · 1 mo ago

Information TechnologyFull-time

About the Role

Scale Computing is looking for a Helpdesk Associate to join our Infrastructure/Helpdesk team in Austin, TX. This hands‑on role supports internal systems, end‑user environments, and IT infrastructure. You will work alongside the IT Manager and senior team members, following established processes and using approved tools to troubleshoot issues, monitor system health, maintain endpoints, support user access, and help keep our environment secure and reliable. The ideal candidate is dependable, curious, organized, collaborative, and eager to grow.

Responsibilities

Resolve Help Desk tickets through Jira Service Management, meeting established SLAs and providing a positive user experience.
Troubleshoot hardware, software, operating system, and connectivity issues across Windows, macOS, and Linux environments.
Support employee onboarding and offboarding, including account setup, deactivation, permissions, and MFA.
Administer user accounts and access through platforms such as JumpCloud and Google Workspace under senior team guidance.
Manage device inventory and assist with workstation imaging, setup, deployment, and maintenance.
Provide basic LAN and Wi‑Fi troubleshooting and support day‑to‑day monitoring of UniFi‑managed wireless infrastructure.
Support internal phone systems, including Dialpad, and office access control systems, including Brivo.
Monitor system and network health using tools such as Elastic Cloud and respond to alerts according to established runbooks.
Apply operating system, application, and software patches according to established schedules and procedures.
Assist with backup and disaster recovery procedures, including backup verification and restore testing.
Follow security best practices and assist with security issues identified through tools such as SentinelOne and KnowBe4.
Support ongoing compliance activities, including PCI‑DSS and SOC 2 evidence collection.
Maintain accurate technical documentation, system procedures, and standard operating procedures.
Help maintain existing automation and workflows, such as Zapier, for recurring IT tasks.
Support the IT Manager and senior team members with internal IT projects and technology initiatives.
Escalate complex issues appropriately and communicate blockers promptly.
Identify opportunities to improve system reliability, efficiency, and the end‑user experience.

Requirements

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
2+ years of experience in IT support or system administration.
Working knowledge of Windows, macOS, and Linux.
Strong troubleshooting and problem‑solving skills.
Basic understanding of networking fundamentals, including LAN/WAN, switches, routers, firewalls, DNS, and Wi‑Fi.
General awareness of IT security and compliance concepts.
Strong written and verbal communication skills.
High standards for accuracy, consistency, and quality.
Ability to work effectively as part of a collaborative team.
Willingness to learn new technologies and pursue relevant industry certifications.
Flexibility to provide occasional off‑hours support when needed.

Preferred Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.
3–5 years of system administration or IT support experience.
Experience with Elastic Cloud or similar monitoring and logging platforms.
Basic scripting experience with Python and/or Bash.
Familiarity with Jira, Confluence, JumpCloud, MFA platforms, and Google Workspace.
Exposure to Windows Server, Active Directory, and Group Policy.
Experience with endpoint management, patching, backup, or disaster recovery.
Interest in identifying and automating repetitive tasks.
CompTIA Security+, Network+, or similar certification.
Experience with compliance frameworks such as PCI‑DSS, SOC 2, HIPAA, or CIS Controls.

Benefits