Information Technology Help Desk

Sistema Technologies, Inc.; Austin (TX); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Sistema Technologies, Inc. is seeking an experienced Level 2 IT Support Specialist for an on-site contract in Austin, TX.

The role focuses on advanced technical assistance, diagnosing hardware, software, networks, and servers, and delivering timely ticket-based support. You will troubleshoot desktops, laptops, printers, and peripherals, provide remote and in-person support, and work within ITSM processes to ensure incidents are resolved efficiently.

Qualifications

• 4–7 years of experience providing help desk or desktop support.
• 4–7 years’ experience troubleshooting hardware, software, and peripheral issues.
• 4–7 years of extensive experience using help desk software, ticketing systems, databases, and remote support tools.
• 4–7 years of previous experience diagnosing and repairing desktops, laptops, printers, and related equipment.
• 4–7 years of experience interpreting technical manuals, gauges, meters, and diagnostic tools.
• 4–7 years of experience supporting operating systems, shared software, and configuration management tools.
• 4–7 years of experience applying ITSM practices for incident management and escalation.
• 4–7 years of experience providing technical support via phone, email, remote access, and in person.

Responsibilities

• Diagnose and repair desktops, laptops, printers, and peripherals.
• Perform preventive maintenance and keep equipment up to date.
• Respond to support requests via phone, email, remote tools, and in person.
• Document incidents and resolutions in the ticketing system.
• Support operating systems and shared software.
• Assist with system changes, upgrades, and new product implementations.

Skills

Advanced troubleshooting

Customer support

Remote support

ITSM practices

Effective communication

Tools

Help desk software

Ticketing systems

Diagnostic tools

Remote tools

Job description

We are seeking an experienced Level 2 IT Support Specialist for an on‑site contract in Austin, TX.

Responsibilities

The Level 2 IT Support Specialist provides advanced technical assistance to end users by resolving escalated issues involving hardware, software, networks, and servers. Responsibilities include diagnosing and repairing desktops, laptops, printers, and peripherals; performing preventive maintenance; interpreting technical manuals and diagnostic tools; responding to support requests via phone, email, remote tools, and in person; documenting incidents and resolutions; tracking tickets to ensure timely completion; supporting operating systems, configuration management tools, development tools, testing tools, and shared software; assisting with system changes, upgrades, and new product implementations; delivering clear communication and status updates; supporting users with printing, installation, email, word processing, and general application usage; applying ITSM processes; and ensuring compliance with EIR Accessibility protocols and assistive technologies. Support may be provided onsite, remotely, or over the phone, and the specialist must work effectively in a team environment.

Minimum Qualifications

• 4–7 years of experience providing help desk or desktop support
• 4–7 years’ experience troubleshooting hardware, software, and peripheral issues
• 4–7 years of extensive experience using help desk software, ticketing systems, databases, and remote support tools
• 4–7 years of previous experience diagnosing and repairing desktops, laptops, printers, and related equipment
• 4–7 years of experience interpreting technical manuals, gauges, meters, and diagnostic tools
• 4–7 years of experience supporting operating systems, shared software, and configuration management tools
• 4–7 years of experience applying ITSM practices for incident management and escalation
• 4–7 years of experience providing technical support via phone, email, remote access, and in person

Preferred Qualifications

• 4–7 years of previous experience supporting enterprise environments with network, desktop, and server troubleshooting
• 4–7 years of knowledge of EIR Accessibility requirements and assistive technologies
• 4–7 years of previous experience communicating technical information to non‑technical users
• 4–7 years of previous experience supporting system upgrades, changes, and new product implementations

What We Offer

Sistema Technologies offers competitive pay and solid benefits, including medical, dental, and vision coverage. We keep things simple, focus on people, and prioritize long‑term relationships with our clients and consultants. As an IT consulting and staffing partner, Sistema specializes in delivering high‑quality technical talent to public‑sector and enterprise environments, ensuring consultants are supported, valued, and matched thoughtfully to each project’s needs.