Information Technology Support Analyst

Stelvio Inc.; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

A technology support firm in Austin, TX, seeks an experienced Information Technology Associate for onsite help desk support. The role involves providing technical assistance, configuring workstations, and managing user requests. Candidates should have a high school diploma and at least 2 years of experience in support services, with strong skills in Windows 10, Azure user administration, and troubleshooting. This position requires excellent communication skills and the ability to handle multiple requests efficiently.

Qualifications

• 2+ years' experience in a Help Desk or Support Services environment.
• Strong experience supporting Windows 10 and Windows 11.
• Experience with Microsoft 365 and Azure user administration.

Responsibilities

• Provide technical assistance for incoming help desk requests.
• Install, test, configure, and support workstations.
• Administer user accounts across Active Directory and Microsoft 365.

Skills

Help Desk Support

Windows 10 and 11

Active Directory

Microsoft 365

Troubleshooting

Basic PowerShell scripting

Education

High school diploma or equivalent

Tools

ServiceNow

Cisco Networking Hardware

Cisco networking hardware

Job description

Information Technology Associate – Help Desk Support

Austin, TX

Monday–Friday, 8:30am–5:30pm

Stelvio are partnering with a client in the industrial and technology manufacturing sector, supporting business-critical IT operations across onsite and remote users. The organisation runs a structured internal IT environment with a strong focus on service reliability, security monitoring, and end-user support.

The Role

This is an onsite IT support role focused on providing hands‑on help desk and desktop support to users across the organisation. Working under general direction from the IT team lead, the Information Technology Associate will take ownership of user issues, support workstation environments, and assist with security alert triage and escalation.

The role requires strong organisation, clear communication, and the ability to work independently while managing multiple requests.

Key Responsibilities

• Provide technical assistance for incoming help desk requests related to hardware, software, and systems
• Install, test, configure, and support workstations, peripherals, and standard business software
• Respond to user requests via email, Teams, and the ticketing system
• Diagnose issues, guide users through resolution steps, and run diagnostic tools as needed
• Follow up with users to confirm resolution and gather feedback
• Take ownership of tickets, escalations, and timely issue resolution
• Modify local workstation configurations, utilities, and software settings
• Maintain accurate inventory records for hardware, software, and licensing
• Administer user accounts across Active Directory, Microsoft 365, Azure/Entra, and internal applications
• Monitor alerts within Microsoft Defender Security Center and perform initial triage
• Investigate alerts, document findings, and escalate higher‑severity incidents following defined playbooks
• Track alert resolution and identify recurring patterns or configuration issues

Skills & Experience

• High school diploma or equivalent (required)
• 2+ years’ experience in a Help Desk or Support Services environment
• Strong experience supporting Windows 10 and Windows 11 (Pro & Enterprise)
• Working knowledge of Windows Server (2012, 2016, 2019) and Active Directory user administration
• Experience with Microsoft 365, Exchange, Azure / Entra, Intune, and MFA user administration
• Familiarity with ServiceNow or similar ticketing systems
• Experience supporting VPN solutions (e.g. Palo Alto GlobalProtect)
• Basic exposure to Cisco networking hardware
• Some call‑centre or user‑facing support experience
• Understanding of PCI and SOC concepts
• Beginner-level PowerShell scripting knowledge
• Experience or exposure to Microsoft Defender
• Fully onsite role; no remote work offered outside of office closures
• Work performed indoors across office spaces, server rooms, and conference rooms
• Ability to lift equipment up to 40 lbs as required