Help Desk Support Specialist (Level 2)

Air InfoSec; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Air InfoSec, LLC in Austin, TX is seeking a Help Desk Support Specialist to provide second-level technical support to end users, onsite, remote, phone or email, and to document and track issues for timely resolution.

The role supports the Texas Department of Transportation, requiring 4–7 years of related experience, strong problem solving for network, desktop and server problems, and the ability to coordinate system changes and upgrades.

Qualifications

• 4 to 7 years of experience in the field or a related area.
• Experience with providing second level support to end users by handling service requests escalated by lower tiers.
• Experience with providing support onsite, remotely, over the phone, or via email.
• Experience with developing solutions for network, desktop, and server problems.

Responsibilities

• Provide technical assistance to computer system users on a variety of issues.
• Identify, research, and resolve technical problems escalated from lower support tiers.
• Respond to telephone calls, email, and in-person requests for technical support.
• Document, track, and monitor issues to ensure timely resolution.
• Assist users with computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Perform service and preventive maintenance on terminals, printers, and personal computers.
• Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
• Assist in coordinating system changes, upgrades, and new products to ensure correct operation in current and future environments.
• Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate status updates and manage and report time spent on all work activities.

Skills

technical support

Job description

Austin, United States | Posted on 08/21/2026

• Client Name Texas Department of Transportation
• Date Opened 08/21/2026
• Job Type Contract
• Required Skills
  • technical support
• Work Experience 4 years
• Application Deadline 09/01/2026 17:00
• No. of Hours 2080
• Target Date 10/05/2026
• Contract End Date 08/31/2027
• Industry Government & Public Sector
• City Austin
• State/Province Texas
• Country United States

Job Description

The Help Desk Support Specialist will support the Texas Department of Transportation (TxDOT). This role provides second-level technical support to end users, handling service requests escalated from lower support tiers. The specialist will identify, research, and resolve technical problems related to computer systems, hardware, and software, and will document, track, and monitor issues to ensure timely resolution. Support will be provided onsite, remotely, by phone, or by email, and the role includes developing solutions for network, desktop, and server problems. The position also involves coordinating system changes, upgrades, and new products to ensure continued operational stability.

Responsibilities

• Provide technical assistance to computer system users on a variety of issues.
  
• Identify, research, and resolve technical problems escalated from lower support tiers.
  
• Respond to telephone calls, email, and in-person requests for technical support.
  
• Document, track, and monitor issues to ensure timely resolution.
  
• Assist users with computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
  
• Perform service and preventive maintenance on terminals, printers, and personal computers.
  
• Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
  
• Assist in coordinating system changes, upgrades, and new products to ensure correct operation in current and future environments.
  
• Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  
• Communicate accurate status updates and manage and report time spent on all work activities.
  

Requirements

Minimum Qualifications

• 4 to 7 years of experience in the field or a related area.
  
• Experience with providing second level support to end users by handling service requests that have been escalated by lower tiers.
  
• Experience with providing support onsite, remotely, over the phone, or via email.
  
• Experience with developing solutions for network, desktop, and server problems.
  

Work Location and Schedule

Location: Austin, TX

Schedule: Not specified in the source material (12-month duration, 2,080 total hours)

Work Arrangement: Onsite

Air InfoSec, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.