Help Desk Support Specialist (Level 3)

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

Job summary

Air InfoSec, LLC in Austin, Texas, seeks a Senior Help Desk Support Specialist (Level 3) to provide top-tier end-user support to the Texas Department of Transportation (TxDOT). The role involves diagnosing, resolving, and documenting issues across hardware, software, and network systems, on-site, remotely, by phone, and via email.

The successful candidate will coordinate system changes, upgrades, and new product implementations to maintain operational continuity, and contribute to preventive

Qualifications

• 8 years of experience providing the highest level of support to end users.
• 8 years of experience supporting users onsite, remotely, over the phone, and via email.
• 8 years of experience 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 problems to ensure timely resolution.
• Provide 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 the coordination of system changes, upgrades, and new product implementations.
• Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate and useful status updates and manage time reporting on all work activities.
• Develop solutions for network, desktop, and server problems.

Skills

technical support

supporting users

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
  • supporting users
  • +5
• Work Experience 8 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 Senior Help Desk Support Specialist (Level 3) will support the Texas Department of Transportation (TxDOT). This role provides the highest level of end user support by resolving service requests escalated from lower support tiers. The specialist will deliver technical assistance onsite, remotely, over the phone, and via email, addressing issues related to hardware, software, and network systems. Responsibilities include diagnosing and resolving technical problems, documenting and tracking issues through resolution, and developing solutions for network, desktop, and server problems. The role also supports the coordination of system changes, upgrades, and new product implementations to maintain operational continuity.

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 problems to ensure timely resolution.
  
• Provide 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 the coordination of system changes, upgrades, and new product implementations.
  
• Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  
• Communicate accurate and useful status updates and manage time reporting on all work activities.
  
• Develop solutions for network, desktop, and server problems.
  

Requirements

Minimum Qualifications

• 8 years of experience providing the highest level of support to end users by handling service requests escalated from lower tiers.
  
• 8 years of experience supporting users onsite, remotely, over the phone, and via email.
  
• 8 years of experience developing solutions for network, desktop, and server problems.
  

Preferred Qualifications

• Experience providing support for one or more Texas State Agencies.
  
• Experience with ITSM practices, ticketing systems, databases, and remote-support tools.
  
• Experience with PC, printer, terminal, and hardware maintenance.
  
• Familiarity with EIR accessibility and assistive technologies.
  

Work Location and Schedule

Location: Austin, TX

Schedule: 2080 hours over a 12 month duration

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.